Senior Escalation Engineer (Shift: Saturday - Tuesday from 9:00 am - 7:00 pm MST)

Everpure•Lehi, UT

19h•$97,000 - $146,000•Onsite

About The Position

As a Senior Escalation Engineer on the Everpure FlashArray team, you will champion customer success by resolving the industry's most complex technical challenges. You will serve as a critical bridge between our frontline support and Engineering, ensuring high-stakes issues are resolved while driving product improvements. This role is a unique blend of deep technical troubleshooting, cross-functional leadership, and mentorship, making you a key driver of our "Customer First" mission within the Everpure ecosystem.

Requirements

Minimum four years experience in a customer-facing or technical support role.
Expert-level ability to diagnose and resolve issues across complex multi-platform environments, including deep knowledge of Operating Systems (Linux/Windows), Networking protocols (DNS, TCP, FC, iSCSI), and Storage Area Networks (SAN/NAS).
Specialized proficiency in Active Cluster and core technologies such as Performance, asynchronous replication, and Purity software, with the ability to triage and escalate issues to Engineering with precision.
Proven track record of leading large, multi-participant customer calls and managing executive-level escalations with a focus on empathy, clarity, and technical authority.
Demonstrated ability to build strong cross-departmental networks and a passion for teaching others, transitioning complex technical concepts into actionable team knowledge.
Bachelor's Degree in lieu of experience.

Responsibilities

Lead High-Stakes Resolutions: Resolve complex, multi-dimensional technical escalations involving hardware, software, and environmental factors, ensuring professional and concise communication during critical "hot" incidents.
Bridge the Engineering Gap: Collaborate directly with Engineering teams to triage defects, share field insights, and ensure technical knowledge trickles down to the broader support organization.
Cultivate Technical Excellence: Act as a Subject Matter Expert (SME) by creating internal and customer-facing technical documentation (FAQs/KBs) and delivering specialized training to mentor and grow the talent of the support team.
Own the Customer Experience: Proactively manage multiple high-severity projects simultaneously, representing Everpure externally while advocating for customer needs internally to influence product reliability.
Drive Operational Readiness: Participate in on-call rotations, including weekends and holidays as required, to provide seamless global support for our mission-critical storage solutions.