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Pure Storage has Support centers in North America, Asia and Europe. We are looking for a senior Technical Support Engineer to join our 24x7 Support team. You will be part of the best Support team in the industry. 

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 within the East Coast time zone. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our Flash Blade 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.

• Proactively seek to understand customer expectations.
• Answer and resolve support cases across all severity levels.
• Own and track customer issues using our ticket tracking system.
• Own all customer facing communications, ensuring the message is concise and professional.
• Share and document 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.
• Normally receives little instruction on day-to-day work, general instructions on new assignments.
• Weekend, holiday, and on call duties as required.

 

What You Bring to the Team:

• Minimum three years of experience in customer-facing, technical support roles.
• Must be able to work: Mon - Fri 3pm-12am MT
• Good organizational and time-management skills. 
• Exceptional interpersonal skills. 
• 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 NAS.
• Advanced knowledge and ability to troubleshoot Networking, Replication, Performance and Space issues.
• Demonstration of subject matter expertise in one or more of the following: NFS, S3, Native SMB, LDAP, IPv6.
• Bachelor’s Degree in Computer Science or related technical field or relevant experience.
• Second language desired not required. (Japanese or Spanish)

 

We are primarily an in-office environment and therefore, you will be expected to work from the Lehi, Utah office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.

The annual base salary range is: $79,000.00 – $119,000.00. 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. 

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. 

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