Designated Support Engineer, Portworx

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 ten 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 5,000+ 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 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. 

As a Designated Services Engineer (DSE) at Portworx, you will provide specialized, high-touch support to strategic customers, ensuring they maximize the value of their Portworx deployments. Your key responsibilities include:

• Deep-Dive Troubleshooting and Analysis: Manage critical issues within large-scale, complex deployments across public and private clouds.
• Designated Customer Engagement: Serve as the primary support contact for designated accounts, offering proactive monitoring, problem-solving, and dedicated expertise.
• Incident Ownership: Triage, track, and resolve cases from identification to resolution in partnership with both the customer and internal teams.
• Direct Collaboration with Engineering: Work closely with escalation and engineering teams to analyze logs, reproduce issues, and guide timely resolutions.
• Customer Success Enablement: Develop relationships of trust and partner with customer teams during key deployment phases, proactively addressing potential issues and educating them on best practices.
• Documentation and Knowledge Sharing: Document case scenarios and solutions, contribute to FAQ/KB articles, and share best practices to improve customer self-service.
• Pre-Sales and Production Support: Participate in pre-sales calls to ensure smooth customer onboarding and offer guidance through POC, testing, and production stages.
• Continuous Improvement: Analyze recurring issues, identify areas for improvement, and advocate for solutions that enhance the Portworx platform's reliability and usability.
• Weekend, holiday, and on call duties as required

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

• Bachelor’s Degree in a technical field or equivalent experience.
• Experience: Minimum 4 years of experience in customer-facing technical support, with experience in designated or specialized support for critical accounts, supporting public sector customers across the US Federal Government.
• Technical Expertise: Knowledge of Kubernetes, Docker, Tanzu and Openshift  Container Platform; a Certified Kubernetes Administrator (CKA) certification is a plus.
• Cloud Proficiency: Experience with AWS, Azure, or other cloud providers, with an understanding of deployment and maintenance.
• DevOps Tools: Familiarity with automation tools like Ansible, Chef, Puppet, or Terraform is an advantage.
• Problem-Solving Skills: Proven ability to handle escalations and leverage internal and external resources to resolve complex issues.
• Customer-Centric Communication: Strong verbal and written communication skills to interact effe