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Manager, Global Technical Support
hace 3 meses
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 in 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 development of proficiency in both technical skills and general customer service skills.
Support at Nutanix
We are top-notch engineers from leading virtualization, compute, and networking companies with the ability to 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'll bring:
- Must possess a Bachelor of Science in Computer Information Systems or equivalent experience.
- 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 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 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
- Must have fluency in English (written and spoken language).
Qualifications and Experience:
- 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.
About the Team
Hi there, I'm Luis Ricardo Figueroa , your Director of Worldwide Support.
With my extensive background, I've been entrusted with the mission of spearheading the development of a top-tier Support Services Organization right here in Mexico, contributing directly to our global support initiatives since I joined in 2021.
My journey in the industry has been shaped by my time at Cisco, where I've held various roles across Professional and Support Services, gathering invaluable insights and experiences along the way.
Throughout my career, I've cultivated a knack for building and nurturing high-performing teams, ones that thrive even in the face of adversity.
Currently, I'm on the lookout for an operational leader who shares my vision — someone who not only understands the importance of metrics but also grasps the profound impact that underpins our day-to-day operations.
Here at Nutanix , we embrace a hybrid work model that allows for the best of both worlds: two or more days in the office complemented by seamless remote collaboration through platforms like Slack. Our team is more than just colleagues; we're a tight-knit community that supports and has each other's backs, every step of the way.
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
