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

Everpure•Raleigh, NC

5h•Remote

About The Position

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

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).
Proficient in troubleshooting Fibre Channel, Ethernet, IP, and iSCSI protocols, with a strong understanding of enterprise server components (CPU, Chipset, Memory) and Hypervisors.
Exceptional ability to translate technical jargon into business-impact language for executive leadership while building trust-based relationships with technical stakeholders.
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

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.
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.
Represent customer needs in internal engineering reviews and lead high-stakes "hot" escalation calls, translating technical challenges into actionable product improvements.
Mentor junior engineers through structured coaching and contribute high-quality technical documentation (FAQs/KBs) to the global Support knowledge base.
Own the lifecycle of support tickets from intake to resolution, maintaining accountability for KPIs related to response times and customer satisfaction.