Escalation Engineering Manager, Hyperscale Line of Business

Pure Storage•Santa Clara, CA

9h•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 We are seeking a highly motivated Escalation Engineering Manager to lead our Hyperscale Product Escalations team. This role is designed for a hands-on technical leader who thrives in fast-paced, small-team environments and excels at driving resolution for complex, high-impact issues within massive-scale cloud storage systems. As an Escalation Engineering Manager, you will serve as the critical link between engineering, your forensics engineering team, and our largest hyperscale customers. Your leadership will help protect customer trust while feeding actionable insights back into product and engineering teams to drive continuous improvement. You will also mentor and develop a team of engineers, foster operational excellence, and build scalable processes that strengthen our ability to respond to and prevent future escalations in large-scale cloud environments.

Requirements

5+ years of technical management experience
4+ years of experience with Python, Go, C++, and Linux and other related programming languages.
Natural curiosity, obsessive attention to detail and innate troubleshooting skills
Ability to analyze complex systems and describe in simplest terms
Experience with Big Data production environments
Strong analytical and problem-solving skills with a creative approach to addressing
Capable of prioritizing multiple projects in a fast-paced environment.
Natural curiosity combined with excellent written, oral, and interpersonal communication skills.
Bachelor’s or Master’s degree in Computer Science, or a related technical field or equivalent industry experience.

Responsibilities

Lead the technical investigation and resolution of product escalations, coordinate cross-functional teams, and ensure timely, high-quality outcomes
Respond to customer issues to make sure the customer is advocated
Create and maintain services to build tools to help diagnose, debug customer issue
Working closely with the quality team to reduce exposure in future products
Optimize and manage resources and create reports to track against metrics
Collaborating with peers and stakeholders to identify requirements and pain points and prioritize and solve for them
Interact directly with customers to enable seven-figure sales