Senior Technical Program Manager

SHOULD YOU ACCEPT THIS CHALLENGE...

Are you passionate about driving product reliability at scale? As the Technical Program Manager for our Fleet Reliability Engineering team, you’ll drive the projects and releases that ensure the highest reliability across the global fleet of customer FlashBlade systems. Your mission will be to manage and improve the projects, systems, and processes that monitor and respond to fleet reliability issues—through reactive, proactive, and predictive efforts. You’ll own the coordination of responses to critical issues, monitoring the systems that detect, address, and prevent failures across all deployed systems worldwide.

This role is highly collaborative, interacting with cross-functional teams—including hardware, software, support, and sales—and directly engaging with customers to resolve complex issues that impact their environments. You will be responsible for shaping the future of Pure Storage’s product reliability.

The Fleet Reliability team is seeking a Technical Program Manager to drive a variety of complex engineering projects from conception to completion. This includes managing project schedules, maintenance releases, major customer escalations, and the processes that support them. You will identify risks and clearly communicate them to project stakeholders and executive management.

WHAT YOU’LL DO:

• Manage the critical customer escalations from Pure Support, collaborating with hardware, software, support, and customer-facing teams to triage customer issues, assign ownership, and set expectations for resolution.
• Communicate updates to leadership (managers to execs) ensuring they are informed of critical customer escalations and do not feel the need to get involved.
• Drive initiatives to improve Fleet Reliability across Engineering, challenging teams to fix critical bugs, enhance test automation, and develop new features and processes.
• Manage the maintenance releases and processes that deliver critical fixes to the field, improving our high-quality standards.
• Manage the team’s software projects that enhance our response times, issue tracking, and metrics in service of improving customer Fleet Reliability.
• Develop schedules, identify dependencies, critical paths, bottlenecks and maintain execution throughout the duration of programs, communicating same to stakeholders.
• Oversee Fleet Reliability metrics measuring our success and contribute to planning for continuous improvement.
• Provide operational support in coordinating Monthly updates, Quarterly Business Reviews, Annual Planning, etc.
• Help coordinate our global Engineering on-call program.
• Be the voice of the customer during internal meetings, advocating for solutions and improvements.
• In time, you may become a voice for Pure Engineering on customer calls.

WHAT YOU BRING TO THE TEAM:

• Experience as a Technical Program Manager; BS/MS in computer science, MBA or engineering management equivalent preferred.
• Proven expertise managing projects throughout the entire SDLC, including investigation, design, execution and delivering products to market on schedule while addressing customer feedback in development.
• Excellent project management and organizational skills, with regular demonstrated ability to prioritize and adapt under pressure.
• Outstanding verbal and written communication skills.
• Demonstrated ability to understand high-level technical architecture, the trade-offs, and able to communicate on those topics effectively with technical and non-technical, cross-functional groups.
• Able to identify and deliver on process changes that speed execution.
• Strong focus on customer service and experience engaging with customers in troubleshooting or escalation scenarios (start-up experience).
• Experience working with cross-functional teams such as hardware, sales, and customer support.

You will be based in Santa Clara. As this is an office-centric role, you are expected to be present in the office. As outlined in Pure’s Hybrid Work Policy, there will be variations over periods of time, depending on business need.

The annual base salary range is: $156,000– $235,000. 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.