Designated Services Engineer, FlashBlade Shift Monday - Friday 9 00 - 6 00 PM MST

Pure Storage

Lehi, Utah

Full Time

Posted May 7, 2026

$82k - $140k

Not Specified

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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 contact for strategic accounts, ensuring system stability and uptime.
Lead troubleshooting of high-impact hardware, software, and environmental issues to restore service 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 from intake to resolution, maintaining response time and customer satisfaction KPIs.

Requirements

A minimum of 5 years of experience in a customer-facing and/or technical support role.
Demonstrated expertise in diagnosing and resolving complex issues within multi-platform environments, including deep knowledge of operating systems Linux, Windows, VMware, and Storage Area Networks (SAN).
Proficient in troubleshooting Fibre Channel, Ethernet, IP, and iSCSI protocols, with a strong understanding of enterprise server components such as CPU, Chipset, Memory, and Hypervisors.
Exceptional ability to translate technical jargon into business-impact language for executive leadership while building trust-based relationships with technical stakeholders.
Proven capability to manage multiple high-priority projects and support cases simultaneously, with the flexibility to support weekend, holiday, or on-call rotations as needed.
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 professional communication.
Experience representing customer needs in internal engineering reviews and leading high-stakes hot 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 KBs to the global Support knowledge base.
Ability to own the lifecycle of support tickets from intake to resolution, maintaining accountability for KPIs related to response times and customer satisfaction.
Willingness and ability to work from the Lehi or Raleigh office in accordance with company policies, unless on PTO, work travel, or other approved leave.