Technical Support Engineer FlashBlade

Profile

Technical Support Engineer, FlashBlade
at **MEMBERS ONLY**SIGN UP NOW***.
Lehi, UT
Why **MEMBERS ONLY**SIGN UP NOW***.
**MEMBERS ONLY**SIGN UP NOW***. was
founded with the ambitious goal of revolutionizing the computing infrastructure industry.
Today we are building the data platform for the cloud era and we’ve
accomplished the first step towards that goal by bringing to market the simplest and most reliable all-flash storage array in history. The full potential impact of our line of Smart Storage products is only beginning to be felt as customers discover the benefits and exciting applications that can be built on top of a Pure system.
For three straight years, Gartner has named Pure a leader in the Magic Quadrant for Solid-State Arrays. According to IDC, Pure has become a Top 10 data storage vendors faster than any other company in history. We continue to take market share, while achieving record-setting customer satisfaction scores for the enterprise technology industry.
For more information, check out our corporate fact sheet
here
Topping the Bay Area’s Best Places to Work lists for 5 years running,
we’ve built a team that has rich and diverse set of experiences and backgrounds. Puritans have a passion for innovation, creativity, customer success, transparency, teamwork and fun. We’re looking for talented people to join us on the journey.
Our Support Engineering Team
Pure's Tech Support organization has upwards of 200 employees across 3 locations in Mountain View, Utah, and Ireland. All of the support teams are continuing to grow overall; Utah is our largest 24/7 Support center with over 165 team members.
Tech Support is a key customer facing org that's recognized for providing excellent quality customer service. This team offers career advancement opportunities and they're a fun group who work hard to make Pure the best storage company!
What You Will Be Doing
**MEMBERS ONLY**SIGN UP NOW***. has Support centers in Mountain View, CA, Lehi, UT, and Dublin, Ireland. We are looking for a senior Technical Support Engineer to join our 24x7 Support team. 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 with in our Flash Blade 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.
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.
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 Bring to the Team
Minimum five years of experience in customer-facing, technical support role.
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.
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.
Advanced knowledge and ability to troubleshoot Networking, Replication, Performance and Space issues.
Demonstration of subject matter expertise in one or more of the following: NFS, S3, SMB, LDAP, IPv6.
Willing to work first shift: Mon - Fri from 6:00 AM - 3:00 PM
Bachelor's degree in a technical field (IT, Computer Science, etc.) or relevant experience.
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
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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.

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