Escalation Engineer Second Shift: 3 pm - 11 pm Mon thru Fri

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Escalation Engineer (Second Shift: 3 pm - 11 pm, Mon thru Fri)

at Pure Storage

Lehi, Utah

BE PART OF BUILDING THE FUTURE.

Since our founding in 2009, Pure Storage has empowered innovators to build a better world with data. In less than eight years, Pure reached $1B in sales, faster than nearly every enterprise company in history, and our incredible growth continues to outpace the competition.

Our mission? Deliver a simple, evergreen data platform that enables everyone to turn data into intelligence and advantage. The secret sauce? More than 3,000 team members (and growing!) around the world who join forces to invent the next big thing. And then the next one.

The world is experiencing a revolution driven by next-generation technology like AI, machine learning, virtual reality, quantum computing, and self-driving cars—all of which require unprecedented amounts of data. This sets the stage for Pure’s technology to grow exponentially in the coming years.

We’ve only scratched the surface of our ambitions

, and as we continue to gobble up market share, we’re blazing trails and setting records:

For five straight years, Gartner has named Pure a leader in the Magic Quadrant for Solid-State Arrays

and in 2019, Gartner named Pure a leader in the Magic Quadrant for Primary Storage.

Our customer-first culture and unwavering commitment to innovation have earned us a 2019 Medallia Net Promoter Score

, certified by Owen CX, in the top 1% of B2B companies

Pure puts a premium on the future

, investing 26% of revenue into R&D.

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...

Pure Storage has Support centers in Mountain View, CA, Lehi, UT, Singapore, and Dublin, Ireland. We are looking for a senior Technical Support Engineer (TSE) to join our 24x7 Support team as a Designated Support Engineer. You will be part of the best Support team in the industry. Our culture focuses on 5 key values – Persistence, Creativity, Teamwork, Ownership, and Customer First. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors. 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.

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

Normally receives little instruction on day-to-day work, general instructions on new assignments

Weekend, holiday, and on call duties as required

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

Minimum five years of experience in customer-facing, technical support work

Subject Matter Expert in one or more technologies

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

VMware and Oracle experience highly preferred

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

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

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 w

e 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.

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.

Company info

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