Designated Support Engineer

Pure Storage is seeking a Technical Support Engineer to join their 24x7 Support team. The successful candidate will be part of a customer-first culture and will utilize their technical expertise to troubleshoot and resolve customer issues related to hardware, software, and environmental factors within the Flash Array product. They will be responsible for managing customer issues, communicating with customers in a professional manner, and escalating cases as necessary. Additionally, the Technical Support Engineer will contribute to process enhancement, develop junior support engineers, and share knowledge with the team. The ideal candidate will have a minimum of 10 years of customer-facing technical support experience and proven troubleshooting skills in a multi-platform-system-vendor environment.

• Proactively seek to understand customer expectations
• Answer and resolve support cases across all severity levels
• Own all customer facing communications, ensuring the message is concise and professional
• Manage customer issues in a timely manner and escalate to appropriate team as necessary
• Share and document knowledge via FAQ / KB articles, which can be internal or customer facing
• Lead large multi-participant customer calls, including hot escalations
• Participate / Lead one or two team projects to contribute to the process enhancement
• Develop junior support engineers through training and coaching
• Manage complex and critical cases with escalation team
• Contribute new ideas and theories to assist colleagues in brainstorming sessions for support issues, developing and attending training for self-improvement to assist and share knowledge with team

• Minimum 10 years of experience in customer-facing, technical support work
• Proven ability to resolve customer problems and escalations utilizing appropriate internal and external resources
• Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment
• Ability to triage issues and escalate them to appropriate escalation groups as necessary
• Knowledge and ability to troubleshoot Networking, Replication, Performance, and Space issues
• Demonstration of subject matter expertise in one or more of techknowledge
• Advanced to expert knowledge of operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks

• Opportunity to learn, develop, and expand into different roles
• Pure Equality program supporting employee resource groups
• Pure Good Foundation giving back to local and global communities through volunteering and grants
• Flexible time off
• Wellness resources
• Company-sponsored team events
• Equal opportunity and affirmative action employer
• Support for individuals with disabilities
• Protection of applicant and candidate personal information privacy