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 Support Engineer to join our 24x7 Support team based in Dun Laoghaire, Dublin. 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.

SHOULD YOU ACCEPT THIS CHALLENGE……..

• Proactively seek to understand customer expectations
• Answer and resolve support cases across all severity levels
• Own and track customer issues using our ticket tracking system
• Own all customer facing communications, ensuring the message is concise and professional
• Share and document knowledge via FAQ / KB articles, which can be internal or customer facing
• Mentor junior support engineers through training, and coaching
• Manage multiple projects/support cases simultaneously
• Champion customer issues internally and represent the company externally
• Lead large multi participant customer calls, including hot escalations
• Normally receive little instruction on day-to-day work, general instructions on new assignments
• Weekend, holiday, and on-call duties as required

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

• A minimum of 3 years of experience in a professional enterprise level technical support role
• Must be willing to work the following shift: Monday - Friday 7am - 4pm
• Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment and configurations
• Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources
• Experience in supporting both hardware, and software products
• Ability to triage issues, and escalate them to appropriate engineering groups as necessary
• Working knowledge of technologies such as operating systems ( LINUX, Windows, VMware), LANs & WANs, and storage area networks
• Knowledge 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 experience