Services Solutions Engineer

Pure Storage • Raleigh, NC

8d • Onsite

About The Position

Join our elite Technical Services team as a Services 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.
THE ROLE Join our elite Technical Services team as a Services 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

• Must have 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.
• Experene with installing and supporting large-scaree enterprise software and systems
• Experence working with public cloud environments like AWS, Azure and GCE desired
• Experience deploying and supporting Kuberntes and/or other coud container and application management systems such as OpenShift is a plus
• Understanidng or storage concepts, storage technologies, and or experienve troubleshooting storage deployment would be a plus..(iSCSI, NVMEoTCP, EBS, Azure Blob Storage, S3
• Abilit to triage issues and escalate them to approrpraite engineering groups as necessry
• Strong shell scriptin g skills desired
• Experience with installing and supporting large-scale enterprise software and systems.
• We are primarily an in-office environment and therefore, you will be expected to work from the Raleigh, North Carolina office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.

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: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees