Senior Escalation Engineer

Found in: Resume Library US A2 - 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:
 

Pure Escalation Engineers (EE) work on the most complex, and challenging customer issues. This team is the last step in Support before an issue is escalated to Development. The EE is responsible for reviewing tickets, and advising the technical support engineers on further steps for resolution. If necessary, the EE will take over the ticket, and work directly with the customer. If the issue is still not resolved, or has been isolated as needing a code fix, the issue is further escalated to Development. The goal of this position is to minimize the number of tickets which are escalated to Development.

 

This position is ideal for a support professional with strong interpersonal skills, and a desire to work in a fast-paced, high-performing, entrepreneurial culture. The ideal candidate must be willing to accept the unpredictable nature of daily work in a rapidly growing business.

 

Responsibilities:
SHOULD YOU ACCEPT THIS CHALLENGE…..

 

The Senior Escalation Engineer role is ideal for a support professional with strong interpersonal skills, and a desire to work in a fast-paced, high-performing, entrepreneurial culture. The ideal candidate must be willing to accept the unpredictable nature of daily work in a rapidly growing business.

Proactively seek to understand customer expectations

Resolve escalated service requests

Own and track customer issues using our ticket tracking system

Mentor and coach technical support engineers

Own communications for your issues, 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

Provide on-call support as required

This position may involve alternative work hours including nights, weekends, and company holidays

 

 

Qualifications:
WHAT YOU’LL NEED TO BRING TO THIS ROLE...

Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources, e.g. from Technical Services, DevOps Support or similar

Must have 6 years of experience

BS in Computer Science, IT degree or equivalent practical experience

Good understanding of Linux system administration, systemd, cgroups and linux container concepts and troubleshooting

Experience with installing and supporting large-scale enterprise software and systems

Experience working with public cloud environments like AWS, Azure and GCE desired

Experience deploying and supporting Kubernetes and/or other cloud container and application management systems such as OpenShift is a plus

Understanding of storage concepts, storage technologies, and prior experience troubleshooting storage deployments would be a plus

Ability to triage issues, and escalate them to appropriate engineering groups as necessary

Strong shell scripting skills desired

Experience in working with one or more devops tools like Ansible, Chef, Puppet, Terraform would be a plus

Fluent in English with clear verbal and written communications skills

Self-motivated, self starter who is not afraid to roll their up sleeves and do the right thing to help the customer succeed

As this is an office-centric role, you are expected to be present in the office for 3 days a week. As outlined in Pure's Hybrid Work Policy, there will be variations over periods of time, depending on business need.

 

Pay Range:
USD $91,000.00 - 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 for more information.

BE YOU—CORPORATE CLONES NEED NOT APPLY:
Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.

Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.

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.

PURE IS COMMITTED TO EQUALITY.

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