Full-Time
Escalation Engineer
Posted on 3/30/2023
Enterprise storage company
Compensation Overview
$82,000 - $123,000Annually
Mid, Senior
Lehi, UT, USA
- 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
- 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
- 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
- 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
- Prior experience as a Linux and Windows System Administrator is a plus
Pure Storage is on a mission to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. The company develops flash-based storage for data centers using consumer-grade solid state drives
Company Stage
IPO
Total Funding
$956.2M
Headquarters
Santa Clara, California
Founded
2009
6 month growth
↑ 4%1 year growth
↑ 12%2 year growth
↑ 32%Benefits
Insurance, Health & Wellness - Accidental death and dismemberment (AD&D) Insurance, Dental Insurance, Disability Insurance, Gym / Wellness Reimbursement, Health Insurance, Health Savings Account (HSA), Life Insurance, Maternity Leave, PTO (Vacation / Personal Days), Paternity Leave, Vision Insurance
Home - Business Travel Insurance, Immigration Assistance, Phone Bill Reimbursement, Remote Work
Financial & Retirement - 401k 100% match on the first 3% of base salary, Employee Stock Purchase Program (ESPP), Flexible Spending Account (FSA)