Critical Response Engineer / Escalation Engineer (FlashBlade) at Pure Storage

Prague, Prague, Czechia -

Full Time

Start Date

Immediate

Expiry Date

23 Feb, 26

Salary

0.0

Posted On

25 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Advanced Troubleshooting, Systems Expertise, Crisis Management, Customer Communication, Technical Interoperability, Linux, Networking, Virtualization Platforms, FlashBlade, Distributed Systems, Cloud Architectures, AWS, Azure

Industry

IT Services and IT Consulting

Description

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry. This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us. THE ROLE You will be the critical technical anchor for our FlashBlade customers during their most challenging and complex technical escalations. This high-impact role requires you to resolve systemic, multi-faceted issues that exceed standard support capabilities, directly safeguarding Pure's reputation and customer relationships. You will operate as the technical bridge between our customers, Support, and Engineering teams, ensuring swift resolution and long-term stability for our breakthrough storage solutions.WHAT YOU'LL DO Serve as the Lead Technical Escalation Point for complex and high-severity issues (P1/P2) involving the FlashBlade product line, driving investigations and resolution from initial escalation to final root cause analysis. Deliver onsite support for complex escalations that fall outside standard procedures. This includes investigating physical environmental issues and, when critical, managing the installation, decommissioning, or upgrading of FlashBlade arrays. Rapidly diagnose and resolve issues in complex, multi-platform environments (on-premise, cloud, multi-vendor), utilizing deep technical expertise, including potential on-site deployment for critical customer situations. Collaborate closely with Pure’s global Engineering teams (Development, Sustaining) to reproduce defects, validate fixes, and champion supportability improvements based on field experience and customer insights. Develop and publish technical content (Knowledge Base articles, whitepapers) in partnership with the PEAK team to scale support knowledge and empower the broader Technical Support Engineer (TSE) team and customers. Act as a trusted technical advisor to the TSE organization, reviewing escalation submissions (JIRAs) and mentoring colleagues on advanced troubleshooting techniques to reduce the overall escalation rate. WHAT YOU BRING This role is aligned with a Professional Individual Contributor Level 3 (Career), requiring a seasoned professional with a full understanding of relevant technologies and the ability to resolve a wide range of issues. Advanced Troubleshooting and Systems Expertise: Proven, deep-level expertise in complex systems architecture, including Linux, Networking (TCP/IP, DNS, SMB, NFS, S3), and virtualization platforms (e.g., VMware, Hyper-V). FlashBlade and Distributed Systems Knowledge: Full understanding of the architecture, configuration, and operational best practices for distributed file systems, object storage, or FlashBlade specifically. Crisis Management and Customer Communication: Exceptional ability to manage highly stressful, customer-facing technical escalations, providing clear, concise, and professional communication to both technical staff and executive-level management. Technical Interoperability Skills: Experience diagnosing and resolving issues across multi-vendor environments, including cloud architectures (e.g., AWS, Azure) and storage-adjacent technologies. Flexibility and Initiative: Willingness to travel globally, often on short notice, and participate in an on-call rotation to address critical, time-sensitive customer needs. Location: We are primarily an in-office environment and therefore, you will be expected to work from the Prague office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave. #LI-ONSITE WHAT YOU CAN EXPECT FROM US: Pure Innovation: We celebrate those who think critically, like a challenge and aspire to be trailblazers. Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortune's Best Large Workplaces in the Bay Area™, Fortune's Best Workplaces for Millennials™ and certified as a Great Place to Work®! Pure Team: We build each other up and set aside ego for the greater good. 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. ACCOMMODATIONS AND ACCESSIBILITY: Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@purestorage.com if you’re invited to an interview. OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM: We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership. 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. JOIN US AND BRING YOUR BEST. BRING YOUR BOLD. BRING YOUR FLASH.

Responsibilities

You will serve as the Lead Technical Escalation Point for complex and high-severity issues involving the FlashBlade product line. This role requires you to resolve systemic issues and act as a technical bridge between customers, Support, and Engineering teams.