Manager, Worldwide Support

Hungry, Humble, Honest, with Heart

The Opportunity

Nutanix is looking for a manager to join our Mexico team. As a manager, you will be responsible for overseeing a team of engineers in the Global Technical Support organization, who are engaged in helping customers and partners with technical issue identification and resolution. Specializes in high-end, enterprise-level support of customers or channel partners with advanced support needs. Establishes staff schedules for queue coverage and individual or group training sessions. Conducts regular 1:1 and team meetings to evaluate individual and team performance and facilitates the development of proficiency in technical and general customer service skills.

About the Team

We are top-notch engineers from leading virtualization, compute, and networking companies, and we can handle all problems that come our way. Working closely with Sales and Software Engineers, the support team acts as our customers' champions.

Your Role

• Delivery of superior-level service to end-user customers and functioning as point-of-contact for escalated issues to ensure appropriate response and focus of support teams.
• Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.
• Conducting regular team meetings and performance discussions with support engineers.
• Interacting with regional and corporate management on matters between functional areas or customers and the company.
• Tracking, monitoring, and reporting on department operations, and closely manages critical customer accounts to develop path to issue resolution.
• Monitoring both the Virtual Call Center and Salesforce to ensure support engineers are following the call priority flow and maintaining an available phone status, documenting the issues well, and following cases through to efficient and effective resolution.
• Assigning and managing projects based on new product releases, call related issues and/or training needs within the organization. Tracks projects and initiates documentation based on project successes.

What You Will Bring

• Bachelor of Science in Computer Information Systems or equivalent experience.
• At least 3 years of management experience in a technical environment, with advanced customer interaction skills.
• Previous account management or account executive skills are desired, with the ability to organize and track multiple projects.
• Effective leadership experience is required, with goal-setting and action plans for career development on a team and individual basis.
• An effective customer service attitude and being able to lead a team in resolving difficult customer situations.
• Advanced verbal and written communication skills when dealing with customers and business partners.
• At least two years of experience as a Technical Engineer
• Fluent in English (written and spoken language), Portuguese is a plus.
• Skilled in leading and motivating talented engineers.
• Project management experience or background, with experience of managing multiple projects and priorities.
• Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.
• Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when message content is difficult or critical.
• Motivated by challenges and able to offer multiple solutions to a problem.
• Proven track record of identifying and developing innovative enhancements to the processes and methodology.
• Able to develop individual and team objectives to contribute positively to organizational goals and direction.
• Proven ability to formulate and coordinate solutions to issues in cooperation with multiple functional areas.
• Proven ability to work in a fast-paced environment and use judgment in handling customer calls and providing technical assistance.
• Ability to effectively present complex technical materials that are tailored to the target audience at large venues.
• Ability to effectively present tailored materials to executive-level management.
• Practices effective and appropriate communication skills, providing valuable feedback and constructive criticism when needed.
• Knowledge of call center processes and terminology.
• Exhibits empathy and consideration for all ideas and suggestions provided by peers and subordinates alike, and provides opportunities for open discussion and evaluation of those ideas.

Work Arrangement

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.