Facebook pixel

Escalation Engineering Manager
Posted on 12/8/2022
Salt Lake City, UT, USA
Experience Level
  • Liaison between the Development Engineering organization in the development, implementation, and maintenance of continuous product quality and serviceability improvement processes and workflows
  • Responsible for functional excellence, process enhancements and ownership of and execution of strategic vision for the Technical Services Escalation Engineering team
  • Enhance the overall interactions between Pure support and engineering org in coordination with the Global Escalations Engineering leader to provide a unified experience and engagement across all Pure products
  • Coalesce FlashArray product signals generated within support and raising appropriate visibility within engineering
  • Identify and prioritize critical product defects and product supportability enhancements
  • Identify upleveling and knowledge transfer opportunities for overall development of the Escalation Engineering team
  • Actively engaged on highly escalated issues with executive visibility
  • At least 7 years of experience in a customer support management role
  • Knowledge of enterprise storage, networking, and applications
  • Proven ability to broker effective forward momentum in challenging environments
  • Experience working with and supporting Fortune 500 companies
  • Demonstrated ability to effectively manage projects and communicate with major accounts at all levels
  • Motivated by the challenges and rewards of a dynamic, fast-moving company
  • Able to multi-task and perform well under pressure
  • Fast, efficient, and tenacious in solving technical problems
  • Strong written and oral communication skills
  • Prefer environments valuing individual initiative
Desired Qualifications
  • Experience with wide area networks, virtualization and storage applications, and security products is a plus
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
  • 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)
Company Core Values
  • Persistence
  • Creativity
  • Teamwork
  • Ownership
  • Customer-first