Manager, Worldwide Support

Manager, Worldwide Support

Hungry, Humble, Honest, with Heart!

The Opportunity

Do you thrive on solving complex technical problems? Do you want to be at the cutting edge of technology? If so, we’re interested in speaking with you! Nutanix Worldwide Support is a global organization providing 24/7 support in over 150 countries, in 20 different languages. We’re as proud of our 96% Customer Satisfaction rating as we are of the advancement opportunities, we can offer our team.

Worldwide Support at Nutanix

We’re comprised of leading technology specialists including VCPs, CCIEs, Microsoft Certified Professionals, Linux and Nutanix Platform Professionals among many others. Our customer base is growing rapidly and we’re looking for top-tier Systems Reliability Engineers who share our passion for customer success to join our team!

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’ll Bring

• At least 3 years of management experience in a technical support environment, with advanced customer interaction skills.
• Previous account management or account executive skills desired, with the ability to organize and track multiple projects.

• Effective leadership experience required , with goal setting and action plans for career development on a team and individual basis.
• Must exhibit an effective customer service attitude and be able to lead a team in resolving difficult customer situations.
• Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.
• Must have at least two years of experience as a Technical Engineer
• Skilled in leading and motivating talented support engineers.

• Project management experience or background, with experience in 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.
• Must be motivated by challenges and be able to offer multiple solutions for a problem.
• Proven track record of identifying and developing innovative enhancements to Support process 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 material that is 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

How We Work

We are a hybrid team, working two days from home and three days from the office. We stay connected through weekly team meetings and daily slack chats. We are highly collaborative always looking for ways to improve and learn through industry certifications and Nutanix training. We strive to delight our customers in all we do.

The pay range for this position at commencement of employment is expected to be between $ 120,000 and $ 238,800 /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.