Support Account Manager

E Logic•Washington D.C., DC

8d•Remote

About The Position

Seeking a highly experienced Support Account Manager to provide leadership and technical expertise in managing support operations, incident escalation, and client coordination for a government Pure Storage infrastructure environment. This role leads the way towards ensuring the 1-hour critical response SLA is met and that all support activities are coordinated efficiently across the agency's critical data storage needs. This is a non-personal services contract position. The contractor employee reports directly to the Prime Contractor for HR, disciplinary, and administrative matters, while receiving work direction from the Government Technical Representative and the Contracting Officer's Representative (COR). This is a remote position with occasional on-site requirements as directed by the Government.

Requirements

High School Diploma or equivalent
Current Pure Storage technical certification (e.g., FlashArray Implementation, FlashArray Support, or equivalent)
Must possess and maintain certification throughout the life of the task order
Minimum of three (3) years of experience in a support account management or customer success role
Minimum of two (2) years of experience supporting Pure Storage environments
Minimum of two (2) years of experience managing support tickets and escalations in a government environment
Minimum of three (3) years of experience supporting ICT project and acquisition efforts with addressing support requirements at defined stages throughout the project life cycle
Strong knowledge of Pure Storage architectures, including FlashArray//X, //C, and //RC20
Familiarity with Evergreen//Forever subscription models
Understanding of SAN, iSCSI, Fibre Channel, and NVMe protocols
Broad knowledge of DoD Security Technical Implementation Guides (STIGs)
Broad knowledge of the Revised Section 508 Standards
U.S. Citizenship required
Must meet minimum DoD SUITABILITY requirements for Entry on Duty (EOD) unless otherwise indicated
Fluent in written and verbal English
Proficiency in using Pure Storage management tools, Pure1, and DoD-approved test reporting formats
Must comply with all DoD security regulations and safeguard Controlled Unclassified Information (CUI)
Must pass background checks and suitability determinations
Must complete DoD Information Technology Security Awareness Training annually
Must sign and comply with DoD Rules of Behavior
Must maintain Pure Storage certification currency

Nice To Haves

Experience serving as a back-up to a Government Support Program Manager
Experience advising project teams and Senior Management on support compliance
Experience with DoD enterprise architecture and network service change processes
Experience developing and implementing scalable support compliance practices across large organizations
Familiarity with the Harmonized ICT Testing Baseline for Web (where applicable to storage management interfaces)
Experience with Accessibility Compliance Management System (ACMS) or similar ticketing systems
Experience with Pure Storage support operations in a DoD environment

Responsibilities

Serve as the primary point of contact for managing support tickets, escalating critical issues, and coordinating quarterly health checks
Provide unlimited 24/7/365 remote technical assistance via phone, email, and web portal with a maximum response time of one (1) hour for critical issues
Ensure the 1-hour critical response SLA is met and documented
Coordinate with the Pure Storage Certified Engineer and Storage Solutions Architect on escalated incidents
Maintain proactive monitoring through Pure1 or equivalent remote monitoring platforms
Proactively detect, report, and resolve potential system issues before they impact operations
Provide rapid and effective resolution for all hardware and software-related incidents to minimize mission impact
Advise project teams and Senior Management on alternative analysis regarding support operations and compliance
Advise on how to use support design standards, pattern and code libraries, developer technical guidance, and support testing tools
Advise on support review of IT products going through the department's enterprise architecture and network service change processes
Serve as a back-up to the Government Support Program Manager, as needed
Provide back-up support to assist in implementing the Headquarters' Support Program
Maintain up-to-date Pure Storage certifications throughout the life of the task order
Participate in events and other activities where presentations or contractor presence is required
Ensure all materials for events are prepared, delivered, and accessible