Overview In this role you will lead critical incident triage and action-plans to safeguard customer success, collaborating with general engineers and partners. You drive clear communications and consolidate reporting to enable long-term improvements. You balance high-pressure escalation management with cross-functional coordination to deliver a seamless voice of the customer.

This position offers exposure to a hybrid, global Support environment and the chance to influence product and process outcomes.

Compensaciones / Beneficios hybrid work model with in-office days per location

Responsabilidades Triages critical incidents and develops action plans for customer success

Owns and manages multiple concurrent critical incidents

Collaborates with a global team of Resolution Managers to ensure continuity

Delivers internal and external communications during incident lifecycles

Produces consolidated reporting for trend analysis and long-term planning

Develops and delivers Post Assessment Reviews to identify improvements

Escalates and manages issues as needed with internal and external parties





Optimizes handovers and engineering engagements by representing the voice of the customer

Works with technology partners to resolve issues and drive ecosystem improvements

Provides support on weekdays and off-hours on a rotated basis

Requisitos principales 3+ years in escalation, technical support, and/or customer management in enterprise environments

Advanced customer interaction skills

Ability to translate customer frustration into positive outcomes

Experience in field or technical support

Strong organizational skills and multi-tasking under high stress

Flexible hours and ability to handle high-profile customer situations

Experience facilitating executive-level conference calls

Bachelor of Science in Computer Information Systems or equivalent experience

Account management or account executive skills for project tracking

Effective verbal and written communication with customers and partners customer focus strong communication conflict resolution escalation management incident management technical product understanding

📌 Resolution Manager (Barcelona)
🏢 Nutanix
📍 Barcelona