Engineering Manager - DevEx & Customer Operations

Hungry, Humble, Honest, with Heart.The OpportunityAt Nutanix, we are obsessed with delivering exceptional customer experience. As an Engineering Manager in the DevEx (Development Extension) organization, you will lead a highly customer-centric engineering team operating at the intersection of production operations, customer escalations, and product engineering. DevEx acts as an extension of core engineering, owning critical customer issues in production while driving serviceability, tooling, and product improvements that enhance reliability at scale. You will provide both technical leadership and operational direction, guiding a team through complex multi-layer system debugging while acting as a trusted advisor to strategic accounts and internal stakeholders.About the TeamThe DevEx organization is a globally distributed team of high-performing systems and operations engineers. We operate with a strong culture of ownership, accountability, and customer obsession, ensuring 24x7 operational continuity across global environments. This team bridges the gap between customer-facing support teams, sales engineering, and core product engineering. The hiring manager for this role is based in the United States, and the role will integrate into our core engineering hubs to foster strong cross-functional alignment across product lines.Your RoleEscalation & Operational Leadership: Lead end-to-end resolution of critical (P0/P1) customer production escalations, serving as Incident Commander, managing war rooms, and delivering clear executive communications.Sustaining Engineering Excellence: Oversee the debugging of complex production issues across distributed storage and virtualization layers, owning the defect lifecycle from triage to code fix delivery.Product & Serviceability Influence: Translate customer incident data into product gaps and reliability needs, partnering with Core Engineering and Product Management to prioritize root-cause fixes and build long-term systemic platform improvements.Tooling & Diagnostics Development: Drive the design and development of serviceability tools, observability frameworks (logging, metrics, tracing), and automation to improve detection and time-to-resolution (MTTR).Team Mentorship & Growth: Manage a high-performing team of 6–10 engineering specialists, driving career development, operational discipline, on-call readiness, and performance management.What You Will BringTechnical Leadership & Systems Background: Strong technical background in Linux internals, hypervisors/virtualization (AHV, ESXi, KVM), and distributed systems at scale (e.g., ZooKeeper, Cassandra, or similar architectures).Engineering Experience: 10+ years of experience in enterprise-grade product engineering, with at least 5+ years successfully managing or leading engineering teams.Operations & Escalation Expertise: Proven track record in sustaining engineering, incident management, or critical escalation roles handling high-pressure production issues for enterprise strategic accounts.Cross-Functional & Communication Skills: Demonstrated ability to coordinate cross-functional teams (Support, Product Management, Core Engineering) and deliver concise technical readouts to executive leadership and customers.Work ArrangementHybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. In locations where our workplace policy applies (i.e. San Jose, Durham, Mexico City, Bangalore, Pune, Hoofddorp, Belgrade, Barcelona, Singapore, Sydney and Tokyo), employees are expected to work onsite a minimum of 3 days per week to foster collaboration, team alignment, and access to in-office resources. Workplace type may vary based on location and team requirements. Please speak with your recruiter for details. Additional team-specific guidance and norms will be provided by your manager.The pay range for this position at commencement of employment is expected to be between USD $ 164,000 and USD $ 329,000 per year.However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.--