Technical Support Architect - Innovation & AI

Hungry, Humble, Honest, with Heart.

The Opportunity

Are you a strategic thinker with experience in support organizations, capable of defining and leading the strategy of next-generation AI-driven solutions to transform how support is delivered? If so, you'll join a dynamic team in a role that is to our mission of delivering an exceptional support experience by driving measurable improvements in customer satisfaction and enhancing the productivity of our support engineers.

About the Team

You will be joining the Support Readiness team at Nutanix - a global team with a strategic presence in the U.S., including key locations in Durham, North Carolina, and San Jose, California. This is a high-impact role that blends business strategy, architecture and design, AI technology, and change leadership, with the opportunity to shape the future of enterprise support. The team culture emphasizes clear communication, collaboration, and a deep understanding of support processes, ensuring that all team members are aligned in their mission to drive success and improve customer experiences.

You will report to the Vice President of Support Readiness, who fosters a collaborative and inclusive leadership style. This manager places high value on transparency and team input, encouraging every team member to contribute to the overall strategy and vision. The role operates in a hybrid work setup, requiring team members to be in the office three days a week, allowing for regular in-person collaboration while also providing flexibility for remote work on the remaining days.

This position does not require any travel, allowing the new hire to focus entirely on supporting the team's initiatives and projects without the need for off-site commitments.

Your Role

Architecture & Design

• Define the end-to-end business architecture for AI-enabled support operations, including workflows, data flows, personas, and system integrations
• Collaborate with Support, SaaS Engineering, Legal, Data Analytics, and Data Science teams to ensure AI tools are designed with real-world support challenges in mind
• Establish scalable frameworks for support operations such as AI assistant integration, case summarization, intelligent routing, knowledge surfacing, and auto-resolution capabilities
• Act as the internal voice of support engineers in AI development initiatives; ensure that AI tools augment human performance without increasing cognitive load

Strategy & Roadmap

• Own the support innovation roadmap, aligned with business goals, emerging technologies, and customer expectations
• Identify and prioritize high-impact use cases where AI and automation can reduce time-to-resolution, deflect cases, and improve CSAT
• Maintain a forward-looking view on evolving support trends, industry benchmarks, and new technologies

Stakeholder Leadership

• Partner closely with SaaS Engineering, Legal, Customer Success and Support to drive cross-functional alignment
• Translate strategic objectives into executable initiatives with clear KPIs, success metrics, and value propositions
• Serve as a thought leader and internal evangelist for the AI support strategy

Operational Excellence

• Lead pilots and POCs, conduct benefit analysis, and ensure smooth scaling of successful AI tools across teams
• Drive continuous feedback loops with support engineers to refine solutions and increase adoption
• Continuously monitor adoption, KPIs and success metrics to quantify the effectiveness of AI-driven solutions and reaffirm the roadmap
• Provide the guidance necessary for enablement, training, and internal marketing to maximize impact
• Ensure compliance with security, privacy, and ethical AI standards

What You Will Bring

• 7+ years of experience in business architecture, support operations, AI-driven transformation, or similar roles within an enterprise software company
• Proven success designing and implementing AI or automation strategies in a complex support or service environment
• Strong understanding of enterprise support workflows, case management systems (e.g., Salesforce, Zendesk), and productivity metrics
• Experience with AI technologies such as chatbots, LLMs, natural language processing, and ML-based automation
• Exceptional ability to bridge business and technical domains; able to communicate effectively with engineers, executives, and frontline staff
• Understanding of regulatory and ethical considerations in AI deployment for customer-facing functions
• Analytical mindset with a track record of data-informed decision making
• Ability to collaborate across functions and influence without authority
• Bachelor's degree in business, computer science, engineering, or a related field; MBA or relevant certification is a plus

Work Arrangement

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean coming into an office a minimum of 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.

The pay range for this position at commencement of employment is expected to be between USD $ 135,200 and USD $270000 per year.

However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.

Nutanix is 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 [email protected].