Deginated Services Engineer, FlashBlade (Shift: Friday through Sunday, 7:00 PM to 8:00 AM Mountain Time)

Everpure•Raleigh, NC

21h•Onsite

About The Position

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry. This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us. THE ROLE As a Designated Support Engineer (DSE), you will be the technical anchor for our most strategic accounts, ensuring their mission-critical infrastructure thrives on the Everpure Platform. You will bridge the gap between complex technical troubleshooting and relationship management, acting as a trusted advisor who transforms potential disruptions into seamless operations. Joining a team with industry-leading NPS scores, you’ll collaborate closely with Engineering and Account teams to champion customer success and drive product excellence.

Requirements

Technical Troubleshooting Mastery: Demonstrated expertise in diagnosing and resolving complex issues within multi-platform environments, including deep knowledge of operating systems (Linux, Windows, VMware) and Storage Area Networks (SAN).
Advanced Networking & Infrastructure Savvy: Proficient in troubleshooting Fibre Channel, Ethernet, IP, and iSCSI protocols, with a strong understanding of enterprise server components (CPU, Chipset, Memory) and Hypervisors.
Consultative Communication: Exceptional ability to translate technical jargon into business-impact language for executive leadership while building trust-based relationships with technical stakeholders.
Operational Agility: Proven capability to manage multiple high-priority projects and support cases simultaneously, with the flexibility to support weekend, holiday, or on-call rotations as needed.

Responsibilities

Drive Account Health and Stability: Act as the primary technical point of contact for named accounts, proactively identifying potential system risks and providing tailored architectural guidance to ensure long-term uptime.
Orchestrate Complex Resolution: Lead the end-to-end troubleshooting of high-impact cases involving hardware, software, and environmental variables, ensuring a rapid return to service while maintaining professional, concise executive communications.
Champion the Customer Voice: Represent customer needs in internal engineering reviews and lead high-stakes "hot" escalation calls, translating technical challenges into actionable product improvements.
Scale Collective Intelligence: Mentor junior engineers through structured coaching and contribute high-quality technical documentation (FAQs/KBs) to the global Support knowledge base.
Manage Critical Escalations: Own the lifecycle of support tickets from intake to resolution, maintaining accountability for KPIs related to response times and customer satisfaction.