Job Information
Nutanix Sr. Manager, Worldwide Support – Tokyo, Japan in Tokyo, Japan
Hungry, Humble, Honest, with Heart.
The Opportunity
Do you have a passion for leading technical experts to support critical customers, drive technology improvements and mentor future technical leaders? At Nutanix you will play an active role in defining strategy, driving decisions, and managing goals. You will be collaborating with teams across the company to provide world-class support to our fast-growing customer base.
Nutanix (NTNX) is looking for a motivated and results-oriented Senior Manager, Worldwide Support. You will play an integral role in partnering with local and global support management as well as sales, field, and engineering teams to ensure the success of our customers and drive continual product improvement.
About the Team
Our Support organization comprises 750+ customer-focused support engineers and management professionals responsible for driving our customers' success through passion and teamwork, ensuring quick response times and unparalleled customer satisfaction, with an ongoing NPS of 90+ as a testament to this objective. Our diverse, multicultural team of top-notch engineers act as our customer champions, working closely with engineering, field, and sales teams. Our teams love to have constant learning opportunities and aim to become experts in multiple technologies, including cloud platforms, microservices, virtualization and networking.
Meet hiring manager, Masaya Takase - Director, Worldwide Support in Japan
I joined Nutanix in February 2023, because I was drawn to its unique approach to customer satisfaction and the novelty of its technology. After joining the company, I realized that I had made the right decision!
Previous Professional Role Highlights
A Director of Citrix WW Support
Biggest Professional Win
NPS >90 with the teams!
Biggest Personal Win
My family (My wife, 2 daughters and a Rabbit!)
Who You're Hoping to Find in this Search
A person who can act by carefully considering the balance between Japan's unique customer requests and the company's position. A person who can proactively solve problems by cooperating with subordinates and colleagues.
How We Work
- Nutanix Support uses a hybrid work style, with at least two core days in the office each week.
Your Role
Lead and manage a team of Systems Reliability Engineers. You will split your time between unblocking your team, supporting them in their duties, and coaching them to realize their full potential. You will also have the opportunity to work on technical duties yourself.
Participate in the APAC and global Support management teams to champion local requirements and ensure global standardization where relevant.
Design, develop and implement processes and tools to enhance team function, including workflow and incident management.
Manage the daily activities of the team
Demonstrate technical leadership
Critical situation management – work directly with customers during and after escalated support cases that your team is involved in at a technical level.
Duty Manager’s role alongside other Support Managers to enable the larger support team on a rotating basis.
Responsible for managing team metrics, using skill criteria to hire, develop, and promote team members, and initiate regular career conversations.
What You Will Bring
Degree in a relevant subject (computer science, data science, statistics)
10+ years of experience in enterprise technical support and in troubleshooting and debugging complex issues and several years of experience in management and team-leading
Proven ability to lead a team and manage projects
Experience supporting external customers and customer-first minds
Passion and ability to learn new things
Demonstrated leadership skills and guiding teams to hit their goals
Excellent people management skills; high empathy and consideration for team morale and member’s career progression
A structured thinker with excellent problem-solving skills
Business-level Written and verbal communication skills in both English and Japanese, with the ability to build trust and rapport with cross-functional partners
Collaborative and love belonging to a high-achieving support team
We're an Equal Opportunity Employer Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer. Qualified applicants are considered for employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting CandidateAccommodationRequests@nutanix.com.