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.

 

Role Description:

Pure Storage has Support centers in Mountain View, CA, Lehi, UT, and Dublin, Ireland. 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.

Job Responsibilities

  • Proactively seek to understand customer expectations

  • Resolve escalated service requests

  • Own and track customer issues using our ticket tracking system

  • Mentor and coach technical support engineers

  • Own communications for your issues, ensuring the message is concise and professional

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

  • Manage multiple projects/support cases simultaneously

  • Champion customer issues internally, and represent the company externally

  • Provide on-call support as required

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

Required Skills

  • Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources

  • Strong technical troubleshooting, and fault isolation skills in a multi-platform-system-vendor environment

  • Experience in supporting both hardware, and software products

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

  • Knowledge of various operating systems such as VMware, Solaris, LINUX, and Windows with an emphasis on OS tuning for SAN

  • Understanding of networking including Fibre Channel, IP, iSCSI

  • Demonstration of subject matter expertise and knowledge in computer/networking

  • Development background a plus

  • Prior support experience at storage related company is desired

Minimum Qualifications (Education & Experience)

  • Minimum 5 years of experience in customer-facing, technical support work

  • Experience in supporting both hardware, and software products

  • Prior experience as a Dedicated or Designated Support Engineer

  • Prior support experience at technology related company

  • Associates Degree or 2 years direct 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 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%. You don't have to meet all the job requirements. 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.

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