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The Opportunity
Nutanix is seeking Operations Engineers to help curate and assist a data-driven decision-making process for the Nutanix Support organization, while also acting as a centralized contact hub for both internal and external stakeholders for Support automation, tools, and process changes. This is an opportunity to use analytical skills, brainstorming and problem solving, presentation capability, and project management aptitude to help influence the direction of the Support organization. Candidates will be expected to work both independently, within a team, and cross-functionally to accomplish their tasks.
Product Support at Nutanix
The Support Operations and Products team at Nutanix is a small but dynamic group of 3 individual contributors located in APAC, MXC, and AMER. The team has recently achieved success by launching 3 major dashboards that have greatly improved tracking product quality, support case operational metrics, and training effectiveness. What makes this team unique is the opportunity to work closely with multiple regions and have a significant impact on the overall success of the company's support operations and product development. Joining this team offers the chance to collaborate with a diverse group of individuals and drive innovation in a fast-paced environment.
Your Role
Sourcing different data sets within the organization for analysis requests
Regular and ad-hoc reporting and analysis in response to organizational requests
Assisting with identifying staffing requirements as a result of data analysis
Coordinating and leading cross-organizational meetings with different departments based on organizational needs
Prioritizing requests for development planning with external departments
Developing, deploying, and maintaining data dashboards to improve metric visibility and accessibility
Maintaining the report library for consistent application across all geographical regions
Presenting analyses to audiences from IC to SVP level
Brainstorming new process improvement and automation opportunities
Developing and supporting new and existing support processes
Assisting with coordination of training for new tools, processes, and enhancements
Leading and delivering long-running projects to improve the efficacy of the Support team
What You Will Bring
Skilled in efficiently handling large amounts of data
Analytical ability to interpret and understand what is in the data, as well as translating the analysis into consumable issues depending on the audience
Exceptional verbal and written communications skills to deliver thoughtful analysis and possible solutions for complex issues
Collaborative mindset to work with a variety of internal and external stakeholders
Expertise with scripting and business analytic tools (SQL, Python, R, Excel, Google Sheets, Tableau, Power BI)
Project and time management skills to help ensure tasks are prioritised and delivered on time
Proven experience in Support and familiarity with standard support processes are a plus
A Bachelor of Science Degree in Computer Science, Electrical Engineering, related field, or equivalent experience is required
18+ months within the Nutanix Support organization
About the Team
About Your Manager:
Your manager for this role will be the Senior Operations Manager (Support Readiness). They have been with Nutanix for over 9 years, with 6 years of experience as a manager and have been running the Operations team for 2.5 years. Your manager is dedicated to the success and growth of their team, providing guidance and support to help you excel in your role.
What The Team Says:
The team is focused on professional development and continuous learning. You will be empowered to take ownership of your work and determine solutions to challenges that arise. Attention to detail and accuracy is key to the team's success, so precision and thoroughness are highly valued in our work.
How We Work:
The team operates in a hybrid work environment, following local office policies. This flexibility allows for a balance between in-office collaboration and remote work, providing the best of both worlds for team productivity and work-life balance. You can expect a dynamic and supportive work environment that encourages growth, innovation, and collaboration.
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.