Escalation Engineer

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 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...

We are looking for an Escalation Engineer to join our Flash Array 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. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our Flash Array proprietary 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.

• Triages cases with the support team and teaches them how to resolve difficult cases
• Mentoring, teaching and growing the support talent on our Flash Array team
• Subject Matter Experts that research and create trainings on these subjects for the team
• Works with Engineering to ensure knowledge sharing trickles down to the support team
• Answer and resolve support cases across all severity levels
• Proactively seek to understand customer expectations
• Own all customer-facing communications, 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
• Leads large multi-participant customer calls, including hot escalations
• Normally receives little instruction on day-to-day work, general instructions on new assignments
• Weekend, holiday, and on-call duties as needed or required

WHAT YOU’LL NEED TO BRING TO THIS ROLE...

• Minimum four years of experience in customer-facing, technical support work
• Subject Matter Expert in one or more technologies; NFS, SMB/CIFS, Active Directory, LDAP, Open LDAP, Linux, networking, and Purity
• Prior experience as a Linux and Windows System Administrator is a plus
• Experience with backup and recovery technologies
• Advanced to expert knowledge of technologies such as operating systems (Windows, LINUX, Windows, VMware), LANs & WANs, and storage area networks are a plus
• Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources
• Experience with authentication and security protocols such as TLS, NTLM, and Kerberos
• 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
• Detailed knowledge of networking protocols: DNS, HTTP, SSL, SMTP, TCP, FC, ISCSI
• Knowledge, and ability to troubleshoot Networking, Replication, Performance and Space issues
• Bachelor Degree or equivalent work experience.

Minimum Qualifications (Education & Experience)

• Prior experience as a Senior TSE or Designated Support Engineer
• Prior support experience at technology related company
• Bachelor's Degree or 4 years direct experience

The annual base salary range is: $116,000 - $174,000.  Salary ranges are determined based