Pure Storage-posted 7 months ago
$79,000 - $119,000/Yr
Full-time • Mid Level
Lehi, UT
Merchant Wholesalers, Durable Goods

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. SHOULD YOU ACCEPT THIS CHALLENGE... Let's start by telling you a little bit about Pure Storage Technical Services. We have 24x7 Support centers in North America, Asia and Europe. You will be part of the best Support team in the industry. How do we know that? Our customers and our NPS number tell us so! The Puritan culture focuses on 5 key values - Persistence, Creativity, Teamwork, Ownership, and Customer First. We hope you share the same values.

  • Proactively seek to understand customer expectations
  • Answer and resolve support cases across all severity levels
  • Own and track customer issues using our ticket tracking system
  • Own all customer facing communications, ensuring the message is concise and professional
  • Share and document knowledge via FAQ / KB articles, which can be internal or customer facing
  • Mentor junior support engineers through training, and coaching
  • Manage multiple projects/support cases simultaneously
  • Champion customer issues internally and represent the company externally
  • Lead large multi participant customer calls, including hot escalations
  • A minimum of 3 years of experience in a professional enterprise level technical support role
  • Must be able to work the following shift: Mon - Fri 8am - 5pm MT
  • Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment and configurations
  • Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources
  • Experience in supporting both hardware, and software products
  • Ability to triage issues, and escalate them to appropriate engineering groups as necessary
  • Working knowledge of technologies such as operating systems (LINUX, Windows, VMware), LANs & WANs, and Storage Area Networks
  • Knowledge and ability to troubleshoot Networking, Replication, Performance and Space issues
  • Good organizational and time-management skills
  • Exceptional customer service and communication skills
  • Bachelor's Degree in Computer Science or related technical field or relevant experience
  • Second language is a plus, Portuguese preferred
  • Flexible time off
  • Wellness resources
  • Company-sponsored team events
  • Incentive pay and/or equity
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