Designated Services Engineer, FlashBlade (Shift: Mon - Fri 7am - 4pm 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.

 

SHOULD YOU ACCEPT THIS CHALLENGE...

Let’s start by telling you a little bit about Pure Storage Technical Services. We have 24x7 Support centers in North America, Asia and Europe. 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 a Designated Services Engineer (DSE) to join our 24x7 Support team based in Raleigh, North Carolina.. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our FlashBlade product. Our Designated 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

• 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
• Develop relationships of trust with specific named accounts
• Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing
• Develops junior support engineers through training, and coaching
• Manage multiple projects/support cases simultaneously
• Champion customer issues internally, and represent the company externally
• Leads large multi participant customer calls, including hot escalations
• Weekend, holiday, and on call duties as required

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

• A minimum of 5 years of experience in a customer-facing and or technical
• Must be willing to work the following shift: Mon - Fri 7am - 4pm EST
• 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
• Advanced to expert knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks
• VMware and Oracle experience highly preferred
• Knowledge, and ability to troubleshoot Fibre Channel, Ethernet, IP, iSCSI, SAN issues
• Demonstration of subject matter expertise in one or more of the following: AIX, LINUX, VMware Virtualization, Windows, Hypervisors, Enterprise Servers (CPU, Chipset, and Memory), HBAs
• High level of experience and professionalism, ability to interact with executives and senior leadership
• Exceptional communication skills 
• Bachelor’s Degree in Computer Science or related technical field or relevant experience
• We are primarily an in-office environment and therefore, you will be expected to work from the 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: $90,000—$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