Pure Storage

Designated Services Engineer, FlashBlade

Pure Storage

full-time

Posted on:

Origin:  • 🇺🇸 United States • North Carolina

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Salary

💰 $90,000 - $137,000 per year

Job Level

Mid-LevelSenior

Tech Stack

LinuxOracleVMware

About the role

  • Part of Pure Storage Technical Services 24x7 Support; based in Raleigh, North Carolina
  • Work on problems of diverse scope including hardware, software, and environmental factors within FlashBlade
  • 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
  • Share and document knowledge via FAQ / KB articles, internal or customer facing
  • Develop 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
  • Weekend, holiday, and on call duties as required

Requirements

  • A minimum of 5 years of experience in a customer-facing and or technical
  • Must be willing to work the following shift: Mon - Fri 7am - 4pm EST
  • 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
  • We are primarily an in-office environment and therefore, you will be expected to work from the Raleigh, North Carolina office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.