Support Video Content Lead

Hungry, Humble, Honest, with Heart.

The Opportunity

We are seeking a highly motivated and creative professional to define and execute the strategy for content creation within our Global Support Organization. The primary focus of this role is to design, develop, and implement high-quality video content that enhances support agent and customer education and training, enabling faster resolution of customer support issues and improved overall satisfaction.

This role combines strategic planning with hands-on video production and requires close collaboration with support teams, product experts, and customer experience teams to align content with business objectives and customer needs.

About the Team

The Support Readiness technical training team at Nutanix is an eight-person team spread across different geographic regions. The team is dedicated to ensuring the Support organization is onboarded and receives ongoing training for Nutanix products and features to be fully prepared to assist customers. If you are looking for a team environment where your contributions are valued and recognized, the Support Readiness team at Nutanix may be the perfect fit for you.

You will report to the Sr. Manager of the Support Readiness Technical Training team. He brings 15+ years of experience to the support and training organization. He strongly encourages collaboration and fosters a supportive environment where each team member feels valued and recognized. The team is a highly productive, strong, cohesive unit where everyone is motivated to contribute their best.

Your Role

Strategy Development

• Define and own the content strategy for video-based education, training, and troubleshooting resources
• Identify content gaps in customer education and support materials and propose creative solutions to address them
• Develop a roadmap for scalable content delivery aligned with the company’s support and learning goals

Content Creation & Production

• Plan, script, storyboard, and produce engaging video content, including tutorials, training modules, and troubleshooting guides
• Collaborate with technical support teams to identify common customer issues and create targeted video solutions
• Ensure content is clear, concise, and tailored to various customer personas and learning styles
   

Collaboration & Alignment

• Work closely with product and engineering teams to stay informed of new features, updates, and changes that impact customer support
• Partner with marketing, customer success, and training teams to align video content with broader organizational objectives
• Collect and analyze feedback from support agents and customers to continuously improve content relevance and effectiveness

Optimization & Reporting

• Implement best practices for video distribution across the Nutanix Support Portal, learning management systems (LMS), and other platforms
• Leverage analytics to measure video performance, track engagement metrics, and assess impact on education effectiveness, troubleshooting speed and customer satisfaction
• Stay updated with trends and innovations in content creation, distribution, support agent and customer education and training

What You Will Bring

• Proven experience in content strategy and video production, ideally within enterprise software or technical support environments
• Strong expertise in video editing software, specifically those with Generative AI features
• Familiarity with enterprise software products, customer support workflows, and troubleshooting processes
• Exceptional storytelling and scriptwriting skills, with a focus on simplifying complex technical concepts
• Experience with content hosting platforms (e.g., YouTube, Vimeo, LMS, custom) and SEO for video content
• Understanding of customer support analytics and tools (e.g. Salesforce Service Cloud)
• Experience in instructional design or e-learning development
• Familiarity with creating accessible content (e.g., captions, subtitles, multi-language support)
• Certifications in video production, instructional design, or related fields
• Strong project management skills with the ability to balance multiple projects and meet deadlines
• Excellent interpersonal and communication skills for working with cross-functional teams
• Attention to detail and a focus on delivering high-quality content
• Innovative mindset with a passion for leveraging video to enhance customer experience
• To be successful, this individual must demonstrate favorable results through regular leadership and influencing others
• A minimum of 8 years of technology industry or Support related experience is required. 9 to 11 years of experience is preferred
• A Bachelor of Science Degree in Electrical Engineering, Computer Science, related field, or equivalent experience is required

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 2 - 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 $ 103,760 and USD $ 207,960 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.

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