SHOULD YOU ACCEPT THIS CHALLENGE……..Pure Storage Support is growing and going virtual on the East Coast! This is an exciting time for Pure as a company and we hope that you want to be a part of that excitement too!Let's start by telling you a little bit about Pure Storage Technical Services. We have Support centers in North America, Europe and Asia.. 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 Technical Support Engineers to join our 24x7 Support team based within the East Coast time zone. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our FlashBlade 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.Sound like the kind of fun and fast paced role you're looking for? Then let us share a little bit about the qualities we're seeking in an ideal candidate. We're looking for someone who is analytical, driven, a solution seeker, and has a sense of ownership. Since we're a team-oriented group, we're hoping that you're a true team player too!Responsibilities:Proactively seek to understand customer expectationsAnswer and resolve support cases across all severity levelsOwn and track customer issues using our ticket tracking systemOwn all customer facing communications, ensuring the message is concise and professionalShare and document knowledge via FAQ / KB articles, which can be internal or customer facingMentor junior support engineers through training, and coachingManage multiple projects/support cases simultaneouslyChampion customer issues internally and represent the company externallyLead large multi participant customer calls, including hot escalationsNormally receive little instruction on day-to-day work, general instructions on new assignmentsWeekend, holiday, and on-call duties as requiredWHAT YOU NEED TO BRING TO THE TEAMA minimum of 3 years of experience in a professional enterprise level technical support roleProven technical troubleshooting skills in a complex multi-platform-system-vendor environment and configurationsProven ability to resolve customer problems, and escalations utilizing appropriate internal and external resourcesExperience in supporting both hardware, and software productsAbility to triage issues, and escalate them to appropriate engineering groups as necessaryWorking knowledge of technologies such as operating systems ( LINUX, Windows, VMware), LANs & WANs, and storage area networksKnowledge 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 experienceThe annual base salary range is: $87,000 - $132,000. 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.
