Support Engineering Team at Pure

Puritans come from various backgrounds and we thrive off challenging the norm. This cross pollination of backgrounds led to numerous ground-breaking ideas and has helped us build one of the most reliable and easy to use storage systems in the industry. We strive to hire the best and brightest people who excel in a cutting edge, fast paced, collaborative and transparent environment.  We are seeking enthusiastic individuals to solve real world problems while having fun along the way.

Pure's Customer Support organization is lead by Joe with upwards of 300+ employees across 4 Support locations in California, Utah, Ireland and Asia. All of our support teams are continuing to grow overall; Utah is our largest 24/7 Support center with over 200 team members. Customer Support is a key customer facing organization that is recognized for providing excellent quality customer service. This team offers career advancement opportunities and they are a fun group who work hard to make Pure Storage, the best storage company!

What You Bring to the Team 

• Minimum six years of experience in customer-facing, technical support work
• Subject Matter Expert in one or more technologies; NFS, S3, SMB, SQL, Linux, IPv4/6
• Prior working experience with AWS and Cloud architectures
• Prior experience as a Linux and Windows System Administrator is a plus
• Technical experience working with REST API based services
• Worked with VMware ESX (i) and Microsoft Hyper-V
• Advanced to expert knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks are a plus
• 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
• Detailed knowledge of networking protocols: DNS, HTTP, SSL, SMTP, TCP
• Knowledge, and ability to troubleshoot Networking, Replication, Performance and Space issues

What You Will Be Doing

We are looking for an Escalation Engineer to join our Flashblade 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 FlashBlade proprietary 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.

• Triages cases with the support team and teaches them how to resolve difficult cases
• Mentoring, teaching and growing the support talent on our FlashBlade team
• Subject Matter Experts that research and create trainings on these subjects for the team
• Works with Engineering to ensure knowledge sharing trickles down to the support team
• Answer and resolve support cases across all severity levels, there are no support tiers here
• Proactively seek to understand customer expectations
• 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
• Leads large multi participant customer calls, including hot escalations
• Normally receives little instruction on day-to-day work, general instructions on new assignments
• Weekend, holiday, and on call duties as needed or required