Services Solutions Engineer

Pure Storage • Raleigh, NC

4d • $115,000 - $173,000 • 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 Join our elite Technical Services team as an Escalation 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

• 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.
• Deep operational expertise in Linux system administration, including a strong understanding of core concepts like systemd , cgroups , and Linux container runtimes.
• Solid experience with large-scale enterprise software and systems deployment , coupled with practical knowledge of public cloud environments (AWS, Azure) and modern storage concepts (iSCSI, NVMe-oTCP, S3, EBS).
• Exceptional communication and interpersonal skills , with the ability to clearly articulate complex technical information to both highly technical internal teams and executive-level customers.
• Demonstrated self-motivation and initiative , with the ability to manage unpredictable daily work, triage issues effectively, and thrive in a fast-paced, entrepreneurial, and high-performing culture.

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 overall technical skill of the team.
• 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 Pure 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: 5,001-10,000 employees