Hungry, Humble, Honest, with Heart.

 

The Opportunity

Are you a seasoned leader with a strong background in support management, exceptional people skills, and a knack for handling complex technical escalations? If so, you’ll thrive in our collaborative and diverse team in Hoofddorp, where you’ll have the opportunity to make a significant impact, lead high-performing teams, and engage in global projects while being supported in your professional growth within a dynamic organization.

 

About the Team

The Senior Escalation Manager role will be based in Hoofddorp, The Netherlands, as part of the EMEA Support Team at Nutanix. 

The Nutanix team is multicultural, comprised of members from over 30 countries and speaking more than 40 languages. The culture emphasizes a collaborative mindset and a customer-focused approach, aiming to provide high-quality support for customers while managing complex escalations. The mission of the team is to ensure a seamless support experience by effectively handling escalations and fostering strong relationships with various stakeholders, including account teams, resolution managers, and customers.

You will report to the Sr. Manager, Worldwide Support, who is known for their focus on team engagement, motivation, and development, as well as a commitment to fostering high performance. The manager's leadership style emphasizes emotional intelligence and change management, creating an environment that values diversity and effective collaboration. 

This role will operate in a hybrid setup, requiring you to be in the office a minimum of three days per week.

While travel is not a requirement for the role, it is possible on occasion.

 

Your Role

Lead and mentor a team of high-performing Technical Support Engineers, fostering a customer-focused approach.Oversee and manage the team handling complex escalations in the EMEA region.Document and report on team performance and escalations for transparency and accountability.Build relationships with diverse teams across the organization to facilitate effective cross-collaboration.Achieve certification of the entry-level Nutanix technical certification within the first year.Ensure the team is performing at the highest possible level by prioritizing tasks, managing conflicts, and handling pressure effectively.What You Will BringMinimum of 10+ years in support roles with at least 5 years in Management of highly skilled Support Engineers.Strong people management and team leadership capabilities.Technical background to understand engineering work and support complex issues.Experience in handling escalations and leading global projects.Strong communication skills across diverse stakeholders and departments.Excellent emotional intelligence and conflict management skills.Fluency in English; proficiency in additional languages is a plus.Familiarity with Nutanix technology, hyper-converged infrastructure, and cloud-native technologies is desirable.

 

Work Arrangement

The work arrangement for this role will be discussed with the hiring manager.

 

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