Services Solutions Engineer at Pure Storage

Raleigh, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Feb, 26

Salary

173000.0

Posted On

19 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Escalation Management, Problem-Solving, Linux System Administration, Cloud Environments, Enterprise Software Deployment, Communication Skills, Mentoring, Troubleshooting, Containers, Hybrid Cloud, Multi-Cloud, Documentation, Customer Support, Log Analysis, Code-Level Resolution, Self-Motivation

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 Join our elite Technical Services team as an Escalation Engineer, where you will be the last line of defense before issues reach our Development teams. You will tackle the most complex and challenging customer problems involving our cutting-edge cloud and storage technologies. Your mission is to minimize escalations to Engineering by applying deep technical expertise, mentoring support staff, and developing innovative, high-impact solutions for our global customer base. WHAT YOU'LL DO Lead the resolution of high-priority, complex service requests and escalations from our worldwide customer base, aiming to resolve issues quickly and prevent further escalation to Development. Mentor and coach Technical Support Engineers, providing expert guidance on troubleshooting methodologies, diagnostics, and next steps to elevate the overall technical skill of the team. Drive issue isolation by collaborating directly with customers, partners, and our Engineering teams, leveraging your expertise to analyze logs, reproduce complex scenarios, and define comprehensive strategies for code-level resolution. Become a subject matter expert in modern infrastructure, specifically focusing on containers (e.g., Docker, Kubernetes, OpenShift) and hybrid/multi-cloud deployments (AWS, Azure), ensuring seamless support for our Pure Cloud Block Store product. Contribute significantly to knowledge sharing by creating high-quality, actionable documentation (FAQs, KB articles) for both internal and external use, effectively reducing future support volume. WHAT YOU BRING Proven mastery in technical escalation management and problem-solving, with a track record of successfully resolving highly complex, critical customer issues in a production environment. Deep operational expertise in Linux system administration, including a strong understanding of core concepts like systemd, cgroups, and Linux container runtimes. Solid experience with large-scale enterprise software and systems deployment, coupled with practical knowledge of public cloud environments (AWS, Azure) and modern storage concepts (iSCSI, NVMe-oTCP, S3, EBS). Exceptional communication and interpersonal skills, with the ability to clearly articulate complex technical information to both highly technical internal teams and executive-level customers. Demonstrated self-motivation and initiative, with the ability to manage unpredictable daily work, triage issues effectively, and thrive in a fast-paced, entrepreneurial, and high-performing culture. We are primarily an in-office environment and therefore, you will be expected to work from the Raleigh, North Carolina office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave. #LI-ONSITE 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. There is no application deadline and we accept applications on an ongoing basis until the job is filled. The annual base salary range is: $115,000—$173,000 USD 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

Lead the resolution of high-priority, complex service requests and escalations from customers. Mentor Technical Support Engineers and drive issue isolation by collaborating with customers and Engineering teams.