THE ROLE
You will be the critical technical anchor for our FlashBlade customers during their most challenging and complex technical escalations. This high-impact role requires you to resolve systemic, multi-faceted issues that exceed standard support capabilities, directly safeguarding Pure's reputation and customer relationships. You will operate as the technical bridge between our customers, Support, and Engineering teams, ensuring swift resolution and long-term stability for our breakthrough storage solutions.WHAT YOU'LL DO

• Serve as the Lead Technical Escalation Point for complex and high-severity issues (P1/P2) involving the FlashBlade product line, driving investigations and resolution from initial escalation to final root cause analysis.
• Deliver onsite support for complex escalations that fall outside standard procedures. This includes investigating physical environmental issues and, when critical, managing the installation, decommissioning, or upgrading of FlashBlade arrays.
• Rapidly diagnose and resolve issues in complex, multi-platform environments (on-premise, cloud, multi-vendor), utilizing deep technical expertise, including potential on-site deployment for critical customer situations.
• Collaborate closely with Pure’s global Engineering teams (Development, Sustaining) to reproduce defects, validate fixes, and champion supportability improvements based on field experience and customer insights.
• Develop and publish technical content (Knowledge Base articles, whitepapers) in partnership with the PEAK team to scale support knowledge and empower the broader Technical Support Engineer (TSE) team and customers.
• Act as a trusted technical advisor to the TSE organization, reviewing escalation submissions (JIRAs) and mentoring colleagues on advanced troubleshooting techniques to reduce the overall escalation rate.

WHAT YOU BRING
This role is aligned with a Professional Individual Contributor Level 3 (Career), requiring a seasoned professional with a full understanding of relevant technologies and the ability to resolve a wide range of issues.

• Advanced Troubleshooting and Systems Expertise: Proven, deep-level expertise in complex systems architecture, including Linux, Networking (TCP/IP, DNS, SMB, NFS, S3), and virtualization platforms (e.g., VMware, Hyper-V).
• FlashBlade and Distributed Systems Knowledge: Full understanding of the architecture, configuration, and operational best practices for distributed file systems, object storage, or FlashBlade specifically.
• Crisis Management and Customer Communication: Exceptional ability to manage highly stressful, customer-facing technical escalations, providing clear, concise, and professional communication to both technical staff and executive-level management.
• Technical Interoperability Skills: Experience diagnosing and resolving issues across multi-vendor environments, including cloud architectures (e.g., AWS, Azure) and storage-adjacent technologies.
• Flexibility and Initiative: Willingness to travel globally, often on short notice, and participate in an on-call rotation to address critical, time-sensitive customer needs.
• Location: We are primarily an in-office environment and therefore, you will be expected to work from the Prague office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.

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