Sr. Technical Services Engineer, FlashArray - (Shift: M - F 6am - 3pm MST)

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.

SHOULD YOU ACCEPT THIS CHALLENGE...

Let’s start by telling you a little bit about Pure Storage Technical Services. We have Support centers in Mountain View, CA, Lehi, UT, and Dublin, Ireland. You will be part of the best Support team in the industry. How do we know that? Our customers and our NPS number tell us so! The Puritan culture focuses on 5 key values – Persistence, Creativity, Teamwork, Ownership, and Customer First. We hope you share the same values.

We are looking for Technical Support Engineers to join our 24x7 Support team based in Lehi, Utah. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our Flash Array 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.

Sound like the kind of fun and fast paced role you’re looking for? Then let us share a little bit about the qualities we’re seeking in an ideal candidate. We’re looking for someone who is analytical, driven, a solution seeker, and has a sense of ownership. Since we’re a team-oriented group, we’re hoping that you’re a true team player too!

Responsibilities

• Proactively seek to understand customer expectations
• Answer and resolve support cases based on severity level
• Own and track customer issues using our ticket tracking system
• Own all customer facing communications, ensuring the message is concise and professional
• Involve the team in technical challenges with customer support cases via an escalation, and engineering tickets
• Develops professional expertise, applies support troubleshooting procedures to resolve a variety of issues
• 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
• Build productive internal, and external working relationships
• Must be willing and able to work in office 2 days a week. (Hybrid model)
• Must be able to work First Shift: Monday - Friday 6am - 3pm MST

• Minimum 5 years of experience in customer-facing, technical support work
• 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
• Working knowledge of technologies such as operating systems (Solaris, LINUX, Windows), LANs & WANs, and storage area network
• VMware certification or experience preferred
• Working knowledge of AWS cloud and storage including EC2 instances
• Knowledge, and ability to troubleshoot Fibre Channel, Ethernet, IP, iSCSI, SAN issues
• Prior support experience at storage related company

The annual base salary range is: $79,000 - $119,000. Salary ranges are determined based on role, level and location. For positions open t