Senior Designated Services Engineer (Shift: Mon - Fri, 9 a.m. – 6 p.m. EST)

Pure Storage•Raleigh, UT

6d•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. As a Senior Designated Services Engineer for FlashBlade, you will champion customer success by delivering world-class technical support to our most strategic, named accounts. Operating within our elite, 24x7 global technical services organization, your mission is to maximize platform reliability and resolve high-stakes, multi-platform infrastructure anomalies. You will differentiate yourself by building trusted-advisor relationships with account stakeholders while collaborating across engineering and account teams to drive rapid issue resolution.

Requirements

A minimum of 5 years of experience in a customer-facing and or technical technial support role
Mastery in diagnosing complex, multi-vendor environmental issues spanning Linux/Unix systems, networked storage architectures, and advanced enterprise server setups.
Deep technical proficiency in triaging, analyzing, and resolving Ethernet, IP, and high-performance file/object storage communication layer protocols.
Proven capability to direct technical communication and handle critical customer situations effectively when presenting technical realities to executive leadership.
Demonstrated ability to build strong internal networks across engineering, product, and account teams to accelerate product improvements and bug fixes.

Responsibilities

Own and Drive Strategic Technical Resolutions: Lead the triage, diagnosis, and resolution of complex hardware, software, and environmental anomalies within the FlashBlade ecosystem to guarantee business continuity for high-value named accounts.
Cultivate Trusted Account Relationships: Act as the primary technical point of contact for assigned accounts, proactively evaluating infrastructure health and aligning support strategies with clear, real-time stakeholder communication.
Manage Hot Escalations: Architect and lead cross-functional, multi-participant resolution streams during critical outages and hot escalations, synthesizing engineering capabilities with customer-facing leadership.
Scale Organizational Intelligence: Author high-impact technical documentation, FAQs, and knowledge base articles to scale solutions globally, while actively mentoring and coaching junior support engineers.