Sr. Manager, Escalations Management

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 11,000+ customers including 58% of the Fortune 500, we’ve only scratched the surface of our ambitions. 

Pure is blazing trails and setting records:

• For ten 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 5,000+ 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

We’re looking for an Escalation Manager to manage a team of Escalations Engineers. You will also:

• Liaison between the Development Engineering organization in the development, implementation, and maintenance of continuous product quality and serviceability  improvement processes and workflows.
• Responsible for functional excellence, process enhancements and ownership of and execution of strategic vision for the Technical Services Escalation Engineering team
• Enhance the overall interactions between Pure support and engineering org in coordination with the Global Escalations Engineering leader to provide a unified experience and engagement across all Pure products
• Coalesce product signals generated within support and raising appropriate visibility within engineering
• Identify and prioritize critical product defects and product supportability enhancements
• Identify up leveling and knowledge transfer opportunities for overall development of the Escalation Engineering team 
• Actively engaged on highly escalated issues with executive visibility

WHAT YOU WILL BRING TO THE TEAM

• At least 7 years of experience in a customer support management role
• Knowledge of enterprise storage, networking, and applications
• Proven ability to broker effective forward momentum in challenging environments
• Experience working with and supporting Fortune 500 companies
• Demonstrated ability to effectively manage projects and communicate with major accounts at all levels
• Experience with wide area networks, virtualization and storage applications, and security products is a plus
• Motivated by the challenges and rewards of a dynamic, fast-moving company
• Able to multi-task and perform well under pressure
• Fast, efficient, and tenacious in solving technical problems
• Strong written and oral communication skills
• Prefer environments valuing individual initiative

 The annual base salary range is: $117,000 - $251,000. Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations. This role may be eligible for incentive pay and/or equity. 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 - check out purebenefits.com for more information.

 

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 wo