Critical Response Engineer Escalation Engineer FlashBlade
Pure StoragePrague, Czech Republic
Full Time
Posted November 24, 2025
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Job Description
This role involves providing advanced technical support and troubleshooting for complex storage solutions, primarily FlashBlade, acting as a key escalation point, collaborating with engineering teams, and ensuring customer satisfaction through onsite and remote assistance.
Key Responsibilities
- Serve as the lead technical escalation point for complex and high-severity issues involving FlashBlade products.
- Investigate and resolve systemic, multi-faceted technical issues from initial escalation to root cause analysis.
- Provide onsite support for complex escalations, including environmental issues and hardware upgrades or decommissioning.
- Diagnose and resolve issues across multi-platform environments, including on-premise, cloud, and multi-vendor systems.
- Collaborate with engineering teams to reproduce defects, validate fixes, and improve supportability based on field insights.
- Develop and publish technical content such as knowledge base articles and whitepapers to scale support knowledge.
- Act as a trusted technical advisor, reviewing escalations and mentoring colleagues on advanced troubleshooting techniques.
Requirements
- 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, including investigating physical environmental issues and managing the installation, decommissioning, or upgrading of FlashBlade arrays.
- Rapidly diagnose and resolve issues in complex, multi-platform environments on-premise, cloud, and multi-vendor environments, 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 such as Knowledge Base articles and whitepapers in partnership with the PEAK team to scale support knowledge and empower the broader Technical Support Engineer team and customers.
- Act as a trusted technical advisor to the Technical Support Engineer organization, reviewing escalation submissions (JIRAs) and mentoring colleagues on advanced troubleshooting techniques to reduce the overall escalation rate.
- A full understanding of relevant technologies and the ability to resolve a wide range of issues, including advanced troubleshooting and systems expertise in complex systems architecture such as Linux, Networking TCP/IP, DNS, SMB, NFS, S3, and virtualization platforms (e.g., VMware, Hyper-V).
- Full understanding of the architecture, configuration, and operational best practices for distributed file systems, object storage, or FlashBlade specifically.
- Exceptional ability to manage highly stressful, customer-facing technical escalations, providing clear, concise, and professional communication to both technical staff and executive-level management.
- Experience diagnosing and resolving issues across multi-vendor environments, including cloud architectures such as AWS and Azure, and storage-adjacent technologies.
- Willingness to travel globally, often on short notice, and participate in an on-call rotation to address critical, time-sensitive customer needs.
- Work primarily from the Prague office in compliance with company policies, unless on PTO, work travel, or other approved leave.
Benefits & Perks
Flexible time off
Wellness resources
Company-sponsored team events
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