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.
We are looking for a Designated Support Engineer (DSE) to join our 24x7 Support team based in Lehi. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our FlashBlade product. Our Designated Support Engineers utilize their deep technical expertise to troubleshoot customer issues and resolve them. Successful Support Engineers will be able to build strong networks across different departments in the company
Proactively seek to understand customer expectations
Answer and resolve support cases based on severity level
Own and track customer issues using our ticket tracking system
Own all customer facing communications, ensuring the message is concise and professional
Develop relationships of trust with specific named accounts
Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing
Develops junior support engineers through training, and coaching
Manage multiple projects/support cases simultaneously
Champion customer issues internally, and represent the company externally
Leads large multi participant customer calls, including hot escalations
Weekend, holiday, and on call duties as required
WHAT YOU'LL NEED TO BRING TO THIS ROLE...
A minimum of 5 years of experience in a customer-facing and or technical
Must be willing to work the following shift: M-F 1st shift 9am-6pm MT
Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources
Proven technical troubleshooting skills in a complex multi platform-system-vendor environment
Experience in supporting both hardware, and software products
Ability to triage issues, and escalate them to appropriate engineering groups as necessary
Advanced to expert knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks
VMware and Oracle experience highly preferred
Knowledge, and ability to troubleshoot Fibre Channel, Ethernet, IP, iSCSI, SAN issues
Demonstration of subject matter expertise in one or more of the following: AIX, LINUX, VMware Virtualization, Windows, Hypervisors, Enterprise Servers (CPU, Chipset, and Memory), HBAs
High level of experience and professionalism, ability to interact with executives and senior leadership
Exceptional communication skills
Bachelor's Degree in Computer Science or related technical field or relevant experience
You will be based in Lehi Utah. As this is an office-centric role, you are expected to be present in the office for 3 days a week. As outlined in Pure's Hybrid Work Policy, there will be variations over periods of time, depending on business need.
The annual salary range is: $77,000.00 - $116,000.00.
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.comfor more information.
There is no application deadline and we accept applications on an ongoing basis until the job is filled.
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