Service Solutions Engineer

Everpure • Lehi, UT

1d • $122,000 - $183,000 • Onsite

About The Position

Join our elite Technical Services team as a Service Solutions Engineer, where you will be the last line of defense before issues reach our Development teams. You will tackle the most complex and challenging customer problems involving our cutting-edge cloud and storage technologies. Your mission is to minimize escalations to Engineering by applying deep technical expertise, mentoring support staff, and developing innovative, high-impact solutions for our global customer base.

Requirements

• 6 years of experience in a similar role
• Proven mastery in technical escalation management and problem-solving, with a track record of successfully resolving highly complex, critical customer issues in a production environment.
• Experience with installing and supporting large-scale enterprise software and systems.
• Ability to triage issues and escalate them to appropriate engineering groups as necessary.

Nice To Haves

• Experience working with public cloud environments like AWS, Azure and GCE
• Experience deploying and supporting Kubernetes and/or other cloud container and application management systems such as OpenShift
• Understanding of storage concepts, storage technologies, and/or experience troubleshooting storage deployment (iSCSI, NVMEoTCP, EBS, Azure Blob Storage, S3)
• Strong shell scripting skills

Responsibilities

• Lead the resolution of high-priority, complex service requests and escalations from our worldwide customer base, aiming to resolve issues quickly and prevent further escalation to Development.
• Mentor and coach Technical Support Engineers, providing expert guidance on troubleshooting methodologies, diagnostics, and next steps to elevate the team's overall technical skill.
• Drive issue isolation by collaborating directly with customers, partners, and our Engineering teams, leveraging your expertise to analyze logs, reproduce complex scenarios, and define comprehensive strategies for code-level resolution.
• Become a subject matter expert in modern infrastructure, specifically focusing on containers (e.g., Docker, Kubernetes, OpenShift) and hybrid/multi-cloud deployments (AWS, Azure), ensuring seamless support for our Everpure Cloud Block Store product.
• Contribute significantly to knowledge sharing by creating high-quality, actionable documentation (FAQs, KB articles) for both internal and external use, effectively reducing future support volume.

Benefits

• Flexible time off
• Wellness resources
• Company-sponsored team events

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed