Manager, Global Technical Support

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.

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

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.

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Information Technology

Industries : Software Development

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