Senior Manager, Technical Services

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.

This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

 

SHOULD YOU ACCEPT THIS CHALLENGE...

Pure Storage is seeking a bold, experienced Senior Manager to join our Technical Services team in Lehi, Utah. This isn’t just another management role — it’s an opportunity to shape the future of customer experience at one of the most innovative and fastest-growing companies in the data storage industry.

At Pure, innovation isn’t just what we do — it’s who we are. We’ve redefined enterprise storage by making it simple, reliable, and future-ready. Our customers expect excellence, and our engineers deliver it. Senior Managers play a pivotal role in making that happen: driving business priorities, building high-performing teams, and sustaining a culture of service and collaboration that sets Pure apart.

Through your leadership of Managers, Team Leads, and Coaches, you’ll set the tone that cascades into every customer interaction — ensuring that Pure Technical Services isn’t just effective, but a place where world-class engineers want to grow their careers.

This is a role for leaders who are fearless about driving change, passionate about developing talent, and energized by solving complex challenges. As a Senior Manager, you won’t just manage today’s business needs — you’ll help chart how Pure scales and innovates to meet the challenges of tomorrow.

At Pure Storage, we believe in empowering people to do their best work, building diverse and inclusive teams, and reimagining what customer experience in technical support can be. If you want to lead in a culture that values innovation, talent, and bold thinking, this is your opportunity.

 

KEY RESPONSIBILITIES: 

Leadership & People Management

• Lead and develop a team of managers and technical leaders, ensuring strong alignment, mentorship, and growth across the organization.
• Set uncompromising standards for accountability and performance while leading with empathy and inclusivity.
• Empower and prepare future leaders to operate independently and represent Pure confidently in cross-functional and executive forums.
• Build a culture that inspires high performance, career development, and long-term retention of top technical talent.

 Goal Alignment & Business Execution

• Align functional priorities with Pure’s corporate strategy, cascading objectives effectively through all levels.
• Apply strong business acumen to connect support operations with customer experience, product strategy, and corporate objectives.
• Use data, KPIs, and dashboards to drive accountability, continuous improvement, and measurable results.
• Lead cross-functional initiatives that improve processes, workflows, and technology, delivering efficiency and scalability.
• Anticipate future business needs and adapt support strategies to ensure long-term growth.
• Collaboration & Talent Development
• Drive alignment across functions by collaborating with senior leaders on shared business goals, building trusted relationships with technical influencers and decision makers.
• Champion organizational initiatives around talent, diversity, equity, and inclusion, ensuring teams reflect Pure’s values and vision.
• Shape recruiting strategies and hiring priorities in partnership with Talent Acquisition to build strong pipelines and develop the next generation of leaders.
• Cultivate a high-trust, collaborative culture across global teams, accelerating performance and enabling constructive resolution of challenges.

Customer & Service Excellence

• Ensure the highest levels of service delivery, driving customer satisfaction (CSAT) and loyalty across all touchpoints.
• Oversee critical customer escalations with confidence and urgency, ensuring swift resolution while driving systemic improvements.
• Champion the voice of the customer across Pure, influencing product, support, and service strategies to continually enhance customer experience.

Innovation & Continuous Improvement

• Identify opportunities to innovate, simplify processes, and enhance both the customer and employee experience.
• Leverage data and insights to address friction points in the support journey and deliver scalable solutions.
• Drive adoption of new tools, technologies, and methodologies t