Technical Services Engineer

2 weeks ago

Lehi Utah, United States Pure Storage Full time
Company Overview:
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. . 

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 in the top 1% of B2B companies globally

Industry analysts and press across these dimensions

And, our 5,000+ 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 Services Engineer to join our 24x7 Support team based in Lehi, Utah. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors. Our Designated 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 based on severity level

Own and track customer issues using our ticket tracking system

Own all customer facing communications, ensuring the message is concise and professional

Develop relationships of trust with specific named accounts

Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing

Develops junior support engineers through training, and coaching

Manage multiple projects/support cases simultaneously

Champion customer issues internally, and represent the company externally

Leads large multi participant customer calls, including hot escalations

Weekend, vacation, and on call duties as required

Qualifications:
A minimum of 3 years of experience in a customer-facing and or technical support role

Must be willing to work the following shift: Mon - Friday from 

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

Advanced to expert knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks

VMware and Oracle experience highly preferred

Knowledge, and ability to troubleshoot Fibre Channel, Ethernet, IP, iSCSI, SAN issues

Demonstration of subject matter expertise in one or more of the following: AIX, LINUX, VMware Virtualization, Windows, Hypervisors, Enterprise Servers (CPU, Chipset, and Memory), HBAs

High level of experience and professionalism, ability to interact with executives and senior leadership

Exceptional communication skills 

Bachelor’s Degree in Computer Science or related technical field or relevant experience

 

#Li-HYBRID

 

 

Pay Range:
USD $77,000.00 - USD $(phone number removed) /Yr.

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 (url removed) for more information.

 

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

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