As aPlatform Support Specialist, you will play a critical role in supporting the tools and integrations used by theProfessional Services (PS)organization within Pure Storage'sCustomer Experience (CX)division. Your primary responsibility will be monitoring and managing incoming requests from the PS user community, ensuring timely responses and resolutions to inquiries and system-related issues.
This role requires a hands-on, customer-focused individual with strong problem-solving skills who can manage platform support, troubleshooting, and system administration in a fast-paced, collaborative environment. You will also have opportunities to expand your support to other areas within the CX organization, making this an exciting role with growth potential.
SHOULD YOU ACCEPT THIS CHALLENGE...
Slack Channel Monitoring & User Support:
Actively monitor the#ask-ps-delivery-opsSlack channel, providingtimely responsesto user questions and requests from the Professional Services community.
Troubleshoot and resolve issues related to ServiceNow,Salesforce,KeyedIn, and other integrated systems used by the Professional Services team.Escalate complex or unresolved issues to the appropriate technical teams, ensuring prompt follow-up and resolution.
Maintain strong communication with users, providing clear guidance, solutions, and updates on issue resolution or feature requests.
System Administration & Platform Support:
Providesecond- and third-tier supportforServiceNow,Salesforce,KeyedIn, and other systems integral to the Professional Services business, ensuring minimal disruption to operations.
Collaborate with the PS operationsandfinance teamsto update system data, generate reports, and analyze data for tracking project and financial performance.
Configure and administer platforms, particularly ServiceNowandKeyedIn, to ensure smooth day-to-day operations, supporting both ongoing processes and new initiatives.
Identify trends and common issues within the PS community and propose improvements to platform configurations, workflows, and user training to reduce future incidents.
Process Improvement & System Enhancements:
Assist with thetransition from KeyedIn to ServiceNow, ensuring a smooth handover of system responsibilities and minimal service disruption.
Work with internal teams to prioritize and implement system enhancements, gathering feedback from the PS community to continuously improve system functionality.
Manage platform-related requests usingJira,ServiceNow, and other ticketing systems, ensuring all issues are properly documented, tracked, and resolved.
Collaboration & Training:
Collaborate with other system administrators and developers to deliver enhancements, troubleshoot issues, and ensure seamless integration between platforms such asSalesforce,KeyedIn, andServiceNow.
Develop and deliver training materialsanduser guidesto help Professional Services users better understand and utilize platform functionalities.
Participate in interactive meetings with business stakeholders to gather system requirements, share progress, and ensure alignment with operational goals.
WHAT YOU'LL NEED TO BRING TO THIS ROLE...
2+ yearsof experience insystem administration,platform support, or a related field.Experience withServiceNow administrationandSalesforce, with knowledge of related tools such asAha!,Jira, and integration platforms likeZapier,AWS Lambda,Boomi, orSnaplogic.
Proven ability to troubleshoot and resolve technical issuesin a timely manner, with strong communication skills to clearly guide users through problem resolution.
Experience monitoring support channels like Slackand providing real-time user support in a fast-paced environment.
Ability to analyze data, identify trends, and recommend improvements to workflows, platforms, and processes.
A collaborative mindset, comfortable working across teams and departments to support business goals.
Highly organized, with the ability to juggle multiple tasks and priorities while maintaining high-quality service.
Familiarity with Professional Servicessystems, includingServiceNow,Salesforce, andKeyedIn.
Salesforce.com certificationis a plus.
Experience supporting a customer-focused organizationlike Professional Services or Customer Experience.
Basic knowledge of JavaScript,jQuery, orCSSis a plus.
We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara office in compliance with Pure's policies, unless you are on PTO, or work travel, or other approved leave.
The annual base salary range is: $111,000-$168,000.
Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.
This role may be eligible for incentive pay and/or equity.
And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events - check out purebenefits.com for more information.
There is no application deadline and we accept applications on an ongoing basis until the job is filled.