Technical Services Engineer Representative (M-F 3pm-12am MT)

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

Pure Storage has Support centers in Mountain View, CA, Lehi, UT, Dublin, Ireland & Singapore, Asia. We are looking for a Technical Support Engineer Representative 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. As a TSE Representative, you will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our Product lines. Our Support Engineers utilize their deep technical expertise to troubleshoot customer issues and resolve them. Ability to perform implementation work such as Software and Hardware upgrades and RMA dispatch.  Successful Support Engineers will be able to build strong networks across different departments in the company.

Responsibilities:

• Own, troubleshoot and solve customer technical issues across all severity levels, using collaboration and troubleshooting best practices within ServiceNow
• Proactively seek to understand customer expectations
• Provide all customer facing communications, ensuring the message is concise and professional.
• Share and document 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
• Be a part of a cohort where you will have a variety of opportunities to learn, grow and help evolve in the organization
• Weekend, public holidays, and on call duties as required
• Oh, and have some fun in the process!

WHAT YOU NEED TO BRING TO THE TEAM

• A minimum of 2 years of experience in customer-facing and/or technical support work
• Must be willing to work the following shift: 2nd Shift Weekday; Monday - Friday 3 pm - 12 am MT
• Experience with customer service and/or exceptional interpersonal skills
• General technical aptitude, attention to detail and ability to take initiative
• Willing to work collaboratively and be an active team player
• Desire to learn, grow and seek continuous improvement
• Good communication, organizational and time-management skills
• Bachelor's Degree in Computer Science or related technical education (preferred, not required)

You will be based in Utah. As this is an office-centric role, you are expected to be present in the office for 3 days a week. As outlined in Pure's Hybrid Work Policy, there will be variations over periods of time, depending on business need.

The annual base salary range is: $61,000 - $92,000. 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