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 Technical Support Engineer 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 FlashArray product. Our 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.
Responsibilities:
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
Normally receive little instruction on day-to-day work, general instructions on new assignments
Weekend, holiday, and on-call duties as required
WHAT YOU NEED TO BRING TO THE TEAM
A minimum of 3 years of experience in a professional enterprise level technical support role
Must be willing to work the following shift: Fri - Mon 6am-5pm MST
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
We are primarily an in-office environment and therefore, you will be expected to work from the Lehi 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: $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.com for more information.
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