Engineering Manager – DevEx & Customer Operations

What We Do Products Solutions Support & Services Partners Resources Company Contact Us Global Offices Next Community Engineering Manager – DevEx & Customer Operations Engineering San Jose, California Req.Num.: 31868 Apply Hungry, Humble, Honest, with Heart.The OpportunityAt Nutanix, we are obsessed with delivering exceptional customer experience. As an Engineering Manager in the DevEx (Development Extension) organization, you will lead a highly customer-centric engineering team operating at the intersection of production operations, customer escalations, and product engineering. DevEx acts as an extension of core engineering, owning critical customer issues in production while driving serviceability, tooling, and product improvements that enhance reliability at scale. You will provide both technical leadership and operational direction, guiding a team through complex multi-layer system debugging while acting as a trusted advisor to strategic accounts and internal stakeholders.About the TeamThe DevEx organization is a globally distributed team of high-performing systems and operations engineers. We operate with a strong culture of ownership, accountability, and customer obsession, ensuring 24x7 operational continuity across global environments. This team bridges the gap between customer-facing support teams, sales engineering, and core product engineering. The hiring manager for this role is based in the United States, and the role will integrate into our core engineering hubs to foster strong cross-functional alignment across product lines.Your RoleEscalation & Operational Leadership: Lead end-to-end resolution of critical (P0/P1) customer production escalations, serving as Incident Commander, managing war rooms, and delivering clear executive communications.Sustaining Engineering Excellence: Oversee the debugging of complex production issues across distributed storage and virtualization layers, owning the defect lifecycle from triage to code fix delivery.Product & Serviceability Influence: Translate customer incident data into product gaps and reliability needs, partnering with Core Engineering and Product Management to prioritize root-cause fixes and build long-term systemic platform improvements.Tooling & Diagnostics Development: Drive the design and development of serviceability tools, observability frameworks (logging, metrics, tracing), and automation to improve detection and time-to-resolution (MTTR).Team Mentorship & Growth: Manage a high-performing team of 6–10 engineering specialists, driving career development, operational discipline, on-call readiness, and performance management.What You Will BringTechnical Leadership & Systems Background: Strong technical background in Linux internals, hypervisors/virtualization (AHV, ESXi, KVM), and distributed systems at scale (e.g., ZooKeeper, Cassandra, or similar architectures).Engineering Experience: 10+ years of experience in enterprise-grade product engineering, with at least 5+ years successfully managing or leading engineering teams.Operations & Escalation Expertise: Proven track record in sustaining engineering, incident management, or critical escalation roles handling high-pressure production issues for enterprise strategic accounts.Cross-Functional & Communication Skills: Demonstrated ability to coordinate cross-functional teams (Support, Product Management, Core Engineering) and deliver concise technical readouts to executive leadership and customers.Work ArrangementHybrid: 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...