Escalation Engineer @ Pure Storage

Escalation Engineer

Posted on 3/30/2023

INACTIVE

1,001-5,000 employees

Enterprise storage company

Company Overview

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

Locations

Lehi, UT, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Linux/Unix

Operating Systems

TCP/IP

CategoriesNew

Software Engineering

Requirements

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

Responsibilities

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

Desired Qualifications

Prior experience as a Linux and Windows System Administrator is a plus

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 eight 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 4,000+ 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...

We are looking for an Escalation Engineer to join our Flash Array Support team. You will be part of the best Support team in the industry. Our culture focuses on 5 key values – Persistence, Creativity, Teamwork, Ownership, and Customer First. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our Flash Array proprietary 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.

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

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

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
Prior experience as a Linux and Windows System Administrator is a plus
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.

Minimum Qualifications (Education & 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

The annual base salary range is: $82,000 - $123,000. 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.

BE YOU—CORPORATE CLONES NEED NOT APPLY.

Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.

Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.

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.

PURE IS COMMITTED TO EQUALITY.

Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.

Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

If you need assistance or an accommodation due to a disability, you may contact us at [email protected].

APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.

If you’re wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice.

DEEMED EXPORT LICENSE NOTICE.

Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.

PURE’S COMPLIANCE WITH THE U.S. GOVERNMENT COVID-19 MANDATE

In accordance with Pure’s policies, current and anticipated federal regulations, and our ongoing commitment to prioritizing the health and well-being of our employees, partners, and customers, and the community at large, where permitted by law, all Pure employees and contractors working in the United States are expected to be fully vaccinated against COVID-19 prior to your start date. Should you require an exemption for medical or religious reasons, you must initiate Pure’s exemption request process which will determine if an exemption can be granted in accordance with applicable local, state, and/or federal law.