Deginated Services Engineer, FlashBlade Shift Friday through Sunday, 7 00 PM to 8 00 AM Mountain Time
Pure StorageRaleigh, North Carolina
Full Time
Posted April 7, 2026
$93k - $140k
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Job Description
The Designated Support Engineer (DSE) is responsible for providing technical support and troubleshooting for strategic accounts, ensuring system stability and customer success through complex issue resolution, relationship management, and collaboration with engineering teams.
Key Responsibilities
- Act as the primary technical point of contact for strategic accounts, ensuring system stability and uptime.
- Lead troubleshooting of complex hardware, software, and environmental issues to restore services quickly.
- Represent customer needs in engineering reviews and escalate technical challenges for product improvements.
- Mentor junior engineers and contribute to technical documentation and support knowledge base.
- Manage support tickets throughout their lifecycle, ensuring timely resolution and high customer satisfaction.
Requirements
- Proven expertise in diagnosing and resolving complex technical issues within multi-platform environments, including deep knowledge of operating systems Linux, Windows, VMware, and Storage Area Networks (SAN).
- Proficiency in troubleshooting enterprise networking protocols such as Fibre Channel, Ethernet, IP, and iSCSI, with a strong understanding of enterprise server components including CPU, Chipset, Memory, and Hypervisors.
- Demonstrated ability to act as the primary technical point of contact for named accounts, proactively identifying potential system risks and providing tailored architectural guidance to ensure long-term uptime.
- Experience leading end-to-end troubleshooting of high-impact cases involving hardware, software, and environmental variables, ensuring rapid resolution and maintaining professional, concise executive communications.
- Ability to translate technical jargon into business-impact language for executive leadership and build trust-based relationships with technical stakeholders.
- Proven operational agility to manage multiple high-priority projects and support cases simultaneously, with flexibility to support weekend, holiday, or on-call rotations as needed.
- Experience managing the lifecycle of support tickets from intake to resolution, maintaining accountability for KPIs related to response times and customer satisfaction.
- Strong communication skills to represent customer needs in internal engineering reviews and lead high-stakes escalation calls, translating technical challenges into actionable product improvements.
- Experience mentoring junior engineers through structured coaching and contributing high-quality technical documentation such as FAQs and knowledge base articles.
- Educational background or equivalent experience demonstrating technical troubleshooting mastery in relevant environments.
- Willingness and ability to work primarily in an in-office environment at the Raleigh, North California office, in compliance with company policies, unless on PTO, work travel, or other approved leave.
- Availability to support support cases and projects during standard working hours, with flexibility for support rotations including weekends and holidays.
Benefits & Perks
Annual base salary range of $93,000 to $140,000 USD
Potential eligibility for incentive pay and/or equity
Flexible time off
Wellness resources
Company-sponsored team events
In-office work environment in Raleigh, North California
Support for accommodations and accessibility during hiring process
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