Technical Support Engineer - Pure1

at  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 that is the highest in the industry
• Industry analysts and press applaud Pure’s leadership across these dimensions
• And, our 6,000+ 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.

Position Overview: Let’s start by telling you a little bit about Pure Storage Technical Services. We have 24x7 Support centers in North America, Asia and Europe. You will be part of the best Support team in the industry. How do we know that? Our customers and our NPS number tell us so! The Puritan culture focuses on 5 key values – Persistence, Creativity, Teamwork, Ownership, and Customer First. We hope you share the same values.We are looking for a Technical Support Engineer to join our 24x7 Support team based in Dublin. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our Pure1 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
• Answer and resolve support cases across all severity levels
• Own and track customer issues using our ticket tracking system
• Own all customer facing communications, ensuring the message is concise and professional
• Share and document knowledge via FAQ / KB articles, which can be internal or customer facing
• Mentor junior support engineers through training, and coaching
• Manage multiple projects/support cases simultaneously
• Champion customer issues internally and represent the company externally
• Lead large multi participant customer calls, including hot escalations
• Normally receive little instruction on day-to-day work, general instructions on new assignments
• Weekend, holiday, and on-call duties as required

Qualifications:

• A minimum of 3 years of experience in a professional enterprise level technical support role
• Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment and configurations
• Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources
• Experience in supporting both hardware, and software products
• Ability to triage issues, and escalate them to appropriate engineering groups as necessary
• Working knowledge of technologies such as operating systems ( LINUX, Windows), LANs & WANs, and storage area networks
• Knowledge and ability to troubleshoot Networking, Replication, Performance and Space issues.
• Good organizational and time-management skills
• Exceptional customer service and communication skills
• Bachelor’s Degree in Computer Science or related technical field or relevant experience

Pay Transparency Statement:
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.

• Proactively seek to understand customer expectations
• Answer and resolve support cases across all severity levels
• Own and track customer issues using our ticket tracking system
• Own all customer facing communications, ensuring the message is concise and professional
• Share and document knowledge via FAQ / KB articles, which can be internal or customer facing
• Mentor junior support engineers through training, and coaching
• Manage multiple projects/support cases simultaneously
• Champion customer issues internally and represent the company externally
• Lead large multi participant customer calls, including hot escalations
• Normally receive little instruction on day-to-day work, general instructions on new assignments
• Weekend, holiday, and on-call duties as require