Technical Support Engineer - Pure Command Center

at  Pure Storage

SHOULD YOU ACCEPT THIS CHALLENGE…

Pure Storage has Support centers in Mountain View, CA, Lehi, UT, Dublin, Ireland & Singapore, Asia. We are looking for a Technical Support Engineer to join our 24x7 Support team. You will be part of the best Support team in the industry. Our culture focuses on 5 key values – Persistence, Creativity, Teamwork, Ownership, and Customer First. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our FlashArray product. Our Support Engineers utilize their deep technical expertise to troubleshoot customer issues and resolve them. Successful Support Engineers will be able to build strong networks across different departments in the company.

Responsibilities:

• Proactively seek to understand customer expectations
• Complete customer storage upgrades
• Troubleshoot proactive alerts from our customer storage arrays
• Own and track customer issues using our ticket tracking system
• Own all customer facing communications, ensuring the message is concise and professional
• Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing
• Manage multiple projects/support cases simultaneously
• Champion customer issues internally, and represent the company externally

Qualifications:

• Minimum 1 years of experience in customer-facing, technical support work
• Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources
• Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment
• Experience in supporting both hardware, and software products
• Ability to triage issues, and escalate them to appropriate engineering groups as necessary
• Foundational knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks.
• Knowledge, and ability to troubleshoot Networking, Replication, Performance and Space issues
• Must be willing and able to work in an open office, team environment

• Proactively seek to understand customer expectations
• Complete customer storage upgrades
• Troubleshoot proactive alerts from our customer storage arrays
• Own and track customer issues using our ticket tracking system
• Own all customer facing communications, ensuring the message is concise and professional
• Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing
• Manage multiple projects/support cases simultaneously
• Champion customer issues internally, and represent the company externall