Pure Storage

Technical Services Engineer, FlashArray

Pure Storage

full-time

Posted on:

Origin:  • 🇺🇸 United States • Utah

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Salary

💰 $79,000 - $119,000 per year

Job Level

Mid-LevelSenior

Tech Stack

LinuxVMware

About the role

  • Part of Pure Storage 24x7 Support team for FlashArray products
  • Troubleshoot customer issues involving hardware, software, and environmental factors
  • Proactively seek to understand customer expectations
  • Answer and resolve support cases across all severity levels
  • Own and track customer issues using the ticket tracking system
  • Own all customer-facing communications, ensuring concise and professional messaging
  • Share and document knowledge via FAQ / KB articles (internal and 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
  • Weekend, holiday, and on-call duties as required

Requirements

  • A minimum of 3 years of experience in a professional enterprise level technical support role
  • Must be able to work the following shift: Mon - Fri 8am - 5pm MT
  • 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
  • Second language is a plus, Portuguese preferred