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Designated Services Engineer, FlashArray Shift Mon-Fri 7am-4pm

Pure Storage
Posted January 25, 2025

$77,000 - $132,000

Full Time

Job Description

The Designated Services Engineer (DSE) will be part of Pure Storage's 24x7 Support team, responsible for troubleshooting and resolving customer issues related to the FlashArray product, while building strong relationships with clients and collaborating across departments.

Responsibilities

  • Troubleshoot customer issues related to hardware, software, and environmental factors within FlashArray products.
  • Proactively seek to understand customer expectations and resolve support cases based on severity level.
  • Own and track customer issues using the ticket tracking system.
  • Manage customer-facing communications, ensuring professionalism and clarity.
  • Develop relationships of trust with specific named accounts.
  • Share and document knowledge via FAQ and KB articles.
  • Train and coach junior support engineers.
  • Manage multiple support cases and projects simultaneously.
  • Champion customer issues internally and represent the company externally.
  • Lead large multi-participant customer calls, including escalations.

Requirements

  • A minimum of 5 years of experience in a customer-facing and/or technical role.
  • Must be willing to work the following shift: Mon-Fri 7am-4pm MT or EST.
  • Proven ability to resolve customer problems and escalations utilizing appropriate internal and external resources.
  • Proven technical troubleshooting skills in a complex multi-platform system-vendor environment.
  • Experience in supporting both hardware and software products.
  • Ability to triage issues and escalate them to appropriate engineering groups as necessary.
  • Advanced to expert knowledge of technologies such as operating systems Solaris, LINUX, Windows, VMware, LANs, WANs, and storage area networks.
  • Knowledge and ability to troubleshoot Fibre Channel, Ethernet, IP, iSCSI, and SAN issues.
  • Demonstration of subject matter expertise in one or more of the following: AIX, LINUX, VMware Virtualization, Windows, Hypervisors, Enterprise Servers CPU, Chipset, and Memory, HBAs.
  • High level of experience and professionalism, ability to interact with executives and senior leadership.
  • Exceptional communication skills.
  • Bachelor's Degree in Computer Science or related technical field or relevant experience.
  • You will be based in Lehi, Utah or Raleigh, North Carolina, and are expected to be present in the office for 3 days a week.

Benefits

  • Annual salary range: 77,000.00 - 132,000.00
  • Work schedule: Mon-Fri 7am-4pm MT or EST
  • Office-centric role: expected to be present in the office for 3 days a week
  • Flexible time off
  • Wellness resources
  • Company-sponsored team events
  • Potential for incentive pay and/or equity

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