Escalation Engineer
Posted on 3/30/2023
Pure Storage

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
Lehi, UT, USA
Experience Level
Desired Skills
Operating Systems
Software Engineering
  • 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
Desired Qualifications
  • Prior experience as a Linux and Windows System Administrator is a plus