Sr Manager, Worldwide Support

Senior Manager, Worldwide Support

Are you a hungry, humble, and honest leader with a passion for elevating customer support through technical proficiency and team mentorship? If so, you'll thrive in our dynamic environment at Nutanix, where you will lead a talented team of System Reliability Engineers, driving innovation and excellence while collaborating with a supportive leadership team dedicated to your professional growth and the success of our customers.

The Senior Manager, Worldwide Support role will be part of Nutanix's Global Technical Support organization, which is home to a dedicated team of over 300 System Reliability Engineers. This team operates with a strong emphasis on collaboration, innovation, and continuous improvement, fostering a culture that values being hungry, humble, and honest with heart. Their mission is to provide exceptional high-end, enterprise-level assistance to customers and partners, ensuring rapid issue identification and resolution while driving technical proficiency and customer service excellence.

You will report to the Senior Director of Worldwide Support, who maintains a supportive leadership style that prioritizes professional growth and customer success. This hybrid role allows for a mix of remote and in-office work, with team members expected to be in the office a few days a week to enhance collaboration and team synergy.

There are no required travel commitments for this position, ensuring that the focus remains on leading the team and providing exceptional support without the need for frequent off-site engagements.

Your Role

• Lead and mentor a team of System Reliability Engineers (SREs) to deliver high-end technical support to customers and partners.
• Drive technical proficiency and customer service excellence through effective staff management, including scheduling and performance evaluations.
• Identify, track, and resolve critical customer issues, collaborating with cross-functional teams and resources.
• Design and implement processes and tools to enhance support functions, ensuring efficient workflow and incident management.
• Conduct regular team meetings and performance discussions to foster a culture of continuous improvement and accountability.
• Engage with regional and corporate management to align support strategies with business goals and challenges.
• Monitor department operations, generating reports on performance and customer satisfaction metrics for leadership review.
• Set and achieve first-year objectives focusing on improving support processes and enhancing customer experiences.

What You Will Bring

• Bachelor of Science in Computer Information Systems or equivalent experience.
• 15+ years of experience, including 5+ years in people management within a technical support environment.
• Strong verbal and written communication skills for effective customer interaction.
• Proven track record in delivering results through people and operations management.
• Experience in technical engineering for at least 2 years.
• Project management experience with the ability to handle multiple projects and priorities.
• Knowledge of virtualization technologies and related certifications is desirable.
• Ability to lead and motivate a team, resolving challenging customer situations proactively.

Hybrid: 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.