Escalation Engineer Portworx

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Escalation Engineer, Portworx

at Pure Storage

United States

BE PART OF BUILDING THE FUTURE.

What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse?

The answer is data, -- all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pure’s vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data.

With 9,000 customers including 50% of the Fortune 500, we’ve only scratched the surface of our ambitions

Pure is blazing trails and setting records:

For eight straight years, Gartner has named Pure

a leader in the Magic Quadrant

Our customer-first culture and unwavering commitment to innovation have earned us a certified

Net Promoter Score in the top 1% of B2B companies globally

Industry analysts and press

applaud Pure’s leadership

across these dimensions

And, our 4,000 employees are emboldened to make Pure a faster, stronger, smarter company as we go

If you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark.

SHOULD YOU ACCEPT THIS CHALLENGE...

Portworx, a Pure Storage Company is the Kubernetes Data Services Platform enterprise’s trust to run mission-critical applications in containers in production. Only Portworx provides a fully integrated solution for persistent storage, data protection, disaster recovery, data security, cross-cloud and data migrations, and automated capacity management for applications running on Kubernetes. As a result, Portworx is the #1 most used Kubernetes data services platform by Global 2000 companies, including Carrefour, Comcast, GE Digital, Kroger, Lufthansa, and T-Mobile. Based in Los Altos, Calif., the company was also named the Leader in the 2020 GigaOm Radar for Data Storage for Kubernetes report.

Pure Escalation Engineers (EE) work on the most complex, and challenging customer issues. This team is the last step in Support before an issue is escalated to Development. The EE is responsible for reviewing tickets, and advising the technical support engineers on further steps for resolution. If necessary, the EE will take over the ticket, and work directly with the customer. If the issue is still not resolved, or has been isolated as needing a code fix, the issue is further escalated to Development. The goal of this position is to minimize the number of tickets which are escalated to Development.

This position is ideal for a support professional with strong interpersonal skills, and a desire to work in a fast-paced, high-performing, entrepreneurial culture. The ideal candidate must be willing to accept the unpredictable nature of daily work in a rapidly growing business.

As an Escalation Engineer, you will:

Resolve escalated service requests

Mentor and coach technical support engineers

Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing

Manage multiple projects/support cases simultaneously using our ticket tracking system

Analyze, troubleshoot, and support large-scale customer deployments of Portworx’s container data services stack that span thousands of nodes in public and private clouds

Become an expert in containers, container run times such as Docker and schedulers such as Swarm, Kubernetes, and Mesos

Work with customers and partners in understanding and troubleshooting their deployments, application workflows and workloads through multiple layers of the software stack

Work with engineering team to analyze the logs, reproduce customer issues and develop strategies to address customer issues

Works with development on new products or special projects

Communicate proactively and clearly both internally and externally to enable highest levels of customer success

Assist with customer installation during POC and when in production

Provide on-call support as required

This position may involve alternative work hours including nights, weekends, and company holidays

WHAT YOU’LL NEED TO BRING TO THIS ROLE...

Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources, e.g.

from Technical Services, DevOps Support or similar

BS in Computer Science, IT degree or equivalent practical experience

Good understanding of Linux system administration, systemd, cgroups and linux container concepts and troubleshooting

Experience with installing and supporting large-scale enterprise software and systems

Experience work with public cloud environments like AWS, Azure and GCE desired

Understanding of storage concepts, storage technologies, and prior experience troubleshooting storage deployments would be a plus

Ability to triage issues, and escalate them to appropriate engineering groups as necessary

Strong shell scripting skills desired

Experience in working with one or more devops tools like Ansible, Chef, Puppet, Terraform would be a plus

Fluent in English with clear verbal and written communications skills

Self-motivated, self starter who is not afraid to roll their up sleeves and do the right thing to help the customer succeed

BE YOU—CORPORATE CLONES NEED NOT APPLY.

Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.

Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.

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.

PURE IS COMMITTED TO EQUALITY.

Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.

Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

If you need assistance or an accommodation due to a disability, you may contact us at

TA-Ops@purestorage.com

APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.

If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our

Applicant & Candidate Personal Information Protection Notice

DEEMED EXPORT LICENSE NOTICE.

Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.

PURE’S COMPLIANCE WITH THE U.S. GOVERNMENT COVID-19 MANDATE

In accordance with Pure’s policies, current and anticipated federal regulations, and our ongoing commitment to prioritizing the health and well-being of our employees, partners, and customers, and the community at large, where permitted by law, all Pure employees and contractors working in the United States are expected to be fully vaccinated against COVID-19 prior to your start date.

Should you require an exemption for medical or religious reasons, you must initiate Pure’s exemption request process which will determine if an exemption can be granted in accordance with applicable local, state, and/or federal law.

Company info

Pure Storage
Website : http://www.purestorage.com