Designated Services Engineer, FlashBlade (Shift: Mon - Fri 7AM - 4PM MT or EST)

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.

 

THE ROLE

As a Designated Services Engineer on our 24x7 Support team, you will be a mission-critical part of our customer's success by providing deep technical expertise to troubleshoot and resolve issues with our FlashBlade product. In this role, you will become a trusted technical advisor, building strong relationships with named accounts and collaborating with cross-functional teams to champion customer issues.

WHAT YOU'LL DO

• Serve as the primary point of contact for named accounts, owning and resolving complex support cases related to hardware, software, and environmental factors.
• Champion customer issues internally by collaborating with engineering and other departments, ensuring a swift and effective resolution while managing expectations through concise and professional communication.
• Develop and share knowledge by creating clear and detailed FAQ and knowledge base articles for both internal and external use, empowering customers and colleagues.
• Lead technical discussions on multi-participant customer calls, including hot escalations, and manage multiple projects and support cases simultaneously.
• Contribute to the growth of the team by training and coaching junior support engineers.

WHAT YOU BRING

• A minimum of 5 years of experience in a customer-facing and or technical support role
• Technical Troubleshooting Expertise: Proven ability to resolve complex customer problems and escalations in a multi-platform environment, with a deep understanding of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks.
• Customer-Centric Mindset: A track record of proactively understanding customer expectations and building trust-based relationships with named accounts.
• Knowledge of Complex Systems: Experience in supporting both hardware and software products, with the ability to triage issues and escalate them to the appropriate engineering groups.
• Exceptional Communication: The ability to communicate with a high degree of professionalism, clarity, and conciseness, effectively interacting with customers, peers, and executives.
• We are primarily an in-office environment and therefore, you will be expected to work from the Lehi, Utah or Raleigh, North Carolina office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.  

 

#LI-ONSITE

 

 

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. 

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

The annual base salary range is: $79,000—$137,000 USD

WHAT YOU CAN EXPECT FROM US:

• Pure Innovation: We celebrate those who think critically, like a challenge and aspire to be trailblazers.
• Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortune's Best Large Workplaces in the Bay Area™, Fortune's Best Workplaces for Millennials™ and certified as a Great Place to Work®!
• Pure Team: We build each other up and set aside ego for the greater good.

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.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@purestorage.com if you’re invited to an interview.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniquene