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. With 11,000+ customers including 58% of the Fortune 500, we’ve only scratched the surface of our ambitions. 

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 applaud Pure’s leadership 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.

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 Lehi, UT. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our Flash Array 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

• A minimum of 3 years of experience in a professional enterprise level technical support role
• Must be willing to work the following shift:  2nd Shift: Mon-Fri 3PM - 12AM MST
• 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
• Advanced Knowledge and ability to troubleshoot Networking, Latency, Replication, Performance and Space issues
• Demonstration of subject matter expertise in one or more of the following: NFS, S3, Native SMB, LDAP, IPv6.
• Experience with dispatching hardware
• 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
• Second language preferred not required.
• Government clearance is desired.

• 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.

 #LI-HYBRID #LI-ONSITE

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.

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.