CX Platform Support Specialist @ Pure Storage

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 ten 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 5,000+ 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.

As a Platform Support Specialist, you will play a critical role in supporting the tools and integrations used by the Professional Services (PS) organization within Pure Storage’s Customer Experience (CX) division. Your primary responsibility will be monitoring and managing incoming requests from the PS user community, ensuring timely responses and resolutions to inquiries and system-related issues.

This role requires a hands-on, customer-focused individual with strong problem-solving skills who can manage platform support, troubleshooting, and system administration in a fast-paced, collaborative environment. You will also have opportunities to expand your support to other areas within the CX organization, making this an exciting role with growth potential.

SHOULD YOU ACCEPT THIS CHALLENGE...

Slack Channel Monitoring & User Support:

Actively monitor the #ask-ps-delivery-ops Slack channel, providing timely responses to user questions and requests from the Professional Services community.
Troubleshoot and resolve issues related to ServiceNow, Salesforce, KeyedIn, and other integrated systems used by the Professional Services team.Escalate complex or unresolved issues to the appropriate technical teams, ensuring prompt follow-up and resolution.
Maintain strong communication with users, providing clear guidance, solutions, and updates on issue resolution or feature requests.

System Administration & Platform Support:

Provide second- and third-tier support for ServiceNow, Salesforce, KeyedIn, and other systems integral to the Professional Services business, ensuring minimal disruption to operations.
Collaborate with the PS operations and finance teams to update system data, generate reports, and analyze data for tracking project and financial performance.
Configure and administer platforms, particularly ServiceNow and KeyedIn, to ensure smooth day-to-day operations, supporting both ongoing processes and new initiatives.
Identify trends and common issues within the PS community and propose improvements to platform configurations, workflows, and user training to reduce future incidents.

Process Improvement & System Enhancements:

Assist with the transition from KeyedIn to ServiceNow, ensuring a smooth handover of system responsibilities and minimal service disruption.
Work with internal teams to prioritize and implement system enhancements, gathering feedback from the PS community to continuously improve system functionality.
Manage platform-related requests using Jira, ServiceNow, and other ticketing systems, ensuring all issues are properly documented, tracked, and resolved.

Collaboration & Training:

Collaborate with other system administrators and developers to deliver enhancements, troubleshoot issues, and ensure seamless integration between platforms such as Salesforce, KeyedIn, and ServiceNow.
Develop and deliver training materials and user guides to help Professional Services users better understand and utilize platform functionalities.
Participate in interactive meetings with business stakeholders to gather system requirements, share progress, and ensure alignment with operational goals.

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

2+ years of experience in system administration, platform support, or a related field.Experience with ServiceNow administration and Salesforce, with knowledge of related tools such as Aha!, Jira, and integration platforms like Zapier, AWS Lambda, Boomi, or Snaplogic.
Proven ability to troubleshoot and resolve technical issues in a timely manner, with strong communication skills to clearly guide users through problem resolution.
Experience monitoring support channels like Slack and providing real-time user support in a fast-paced environment.
Ability to analyze data, identify trends, and recommend improvements to workflows, platforms, and processes.
A collaborative mindset, comfortable working across teams and departments to support business goals.
Highly organized, with the ability to juggle multiple tasks and priorities while maintaining high-quality service.
Familiarity with Professional Services systems, including ServiceNow, Salesforce, and KeyedIn.
Salesforce.com certification is a plus.
Experience supporting a customer-focused organization like Professional Services or Customer Experience.
Basic knowledge of JavaScript, jQuery, or CSS is a plus.
We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara 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: $111,000-$168,000.

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.

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

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.

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.

CX Platform Support Specialist

Pure Storage

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