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 escalation management for FlashBlade storage solutions, troubleshooting complex issues, 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, driving investigations and resolutions.
- Provide onsite support for escalations, including investigating environmental issues and managing installation, decommissioning, or upgrades of FlashBlade arrays.
- Diagnose and resolve issues in complex 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 experience.
- Develop and publish technical content such as knowledge base articles and whitepapers to support the support team and customers.
- Act as a trusted technical advisor, reviewing escalations and mentoring colleagues on advanced troubleshooting techniques.
Requirements
- Proven, deep-level expertise in complex systems architecture, including Linux, Networking TCP/IP, DNS, SMB, NFS, S3, and virtualization platforms such as VMware and Hyper-V.
- Full understanding of the architecture, configuration, and operational best practices for distributed file systems, object storage, or FlashBlade specifically.
- 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.
- Ability to serve as the Lead Technical Escalation Point for complex and high-severity issues (P1/P2) involving the FlashBlade product line, including driving investigations and resolution from initial escalation to final root cause analysis.
- Experience delivering onsite support for complex escalations that fall outside standard procedures, including investigating physical environmental issues and managing installation, decommissioning, or upgrading of FlashBlade arrays.
- Ability to rapidly diagnose and resolve issues in complex, multi-platform environments on-premise, cloud, and multi-vendor, utilizing deep technical expertise and potential on-site deployment for critical customer situations.
- Experience collaborating closely with engineering teams (Development, Sustaining) to reproduce defects, validate fixes, and support supportability improvements based on field experience and customer insights.
- Ability to 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 Technical Support Engineer team and customers.
- Experience acting as a trusted technical advisor to the support organization, reviewing escalation submissions (JIRAs), and mentoring colleagues on advanced troubleshooting techniques to reduce escalation rates.
- Advanced troubleshooting and systems expertise in complex systems architecture, including Linux, Networking (TCP/IP, DNS), SMB, NFS, S3, virtualization platforms, and distributed systems.
- Exceptional crisis management and customer communication skills, with the ability to manage highly stressful, customer-facing technical escalations and provide clear, professional communication to technical staff and executive management.
Benefits & Perks
Flexible time off
Wellness resources
Company-sponsored team events
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