Technical Services Engineer(Shift: Monday - Friday 12:00 PM - 9:00 PM MDT)

Pure Storage•Lehi, UT

5d•Onsite

About The Position

Everpure is hiring a Technical Support Engineer for its 24x7 Support team, supporting customers using FlashArray products. The role diagnoses and resolves complex issues involving hardware, software, and environmental factors, while building collaborative relationships across the company and advocating for customer needs. The position is based in Everpure’s Lehi, Utah office and follows a Monday–Friday, 12:00 PM–9:00 PM MDT shift. The role contributes directly to customer satisfaction by owning issues from initial contact through resolution, troubleshooting FlashArray products in varied enterprise environments, coordinating escalations, and improving support resources. It also includes mentoring junior Support Engineers.

Requirements

At least 3 years of experience in a professional enterprise-level technical support role.
Experience owning and resolving complex customer issues in a multi-platform enterprise environment.
Strong technical troubleshooting skills in an enterprise setting, including analyzing issues related to storage, networking, replication, performance, and space.
Working knowledge of technologies including Linux, Windows, VMware, LANs, WANs, and Storage Area Networks.
Exceptional customer service skills and the ability to manage multiple projects and support cases simultaneously while maintaining a calm, professional demeanor.
Expected to work from the Lehi, Utah office in accordance with Everpure’s policies, except when on PTO, work travel, or other approved leave.

Responsibilities

Own and resolve customer issues from initial contact through resolution across all severity levels, providing professional, concise, and timely customer communications.
Diagnose and troubleshoot complex issues involving FlashArray products and their interactions with multi-platform environments, including operating systems, networking, and storage area networks.
Lead multi-participant customer calls, including hot escalations, and advocate for customers by championing issues internally with teams such as Engineering.
Create and update internal and customer-facing FAQs and knowledge base articles.
Mentor junior Support Engineers by sharing expertise and guiding them on issue-resolution and customer-management best practices.