Designated Support Engineer, Portworx
Pure StorageSanta Clara, California
Full Time
Posted January 25, 2025
$145k - $218k
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Job Description
The Designated Services Engineer (DSE) at Portworx will provide specialized support to strategic customers, focusing on troubleshooting, incident management, and customer success for complex deployments across public and private clouds.
Key Responsibilities
- Provide specialized, high-touch support to strategic customers for Portworx deployments.
- Manage critical issues within large-scale, complex deployments across public and private clouds.
- Serve as the primary support contact for designated accounts, offering proactive monitoring and problem-solving.
- Triage, track, and resolve cases from identification to resolution in partnership with customers and internal teams.
- Collaborate with escalation and engineering teams to analyze logs and reproduce issues for timely resolutions.
- Develop relationships of trust with customer teams during key deployment phases and educate them on best practices.
- Document case scenarios and solutions, contribute to FAQ KB articles, and share best practices.
- Participate in pre-sales calls to ensure smooth customer onboarding and guide through POC, testing, and production stages.
- Analyze recurring issues, identify areas for improvement, and advocate for solutions to enhance platform reliability.
Requirements
- Bachelor's Degree in a technical field or equivalent experience.
- Minimum 4 years of experience in customer-facing technical support, with experience in designated or specialized support for critical accounts, supporting public sector customers across the US Federal Government.
- Knowledge of Kubernetes, Docker, Tanzu, and Openshift Container Platform.
- Certified Kubernetes Administrator (CKA) certification is a plus.
- Experience with AWS, Azure, or other cloud providers, with an understanding of deployment and maintenance.
- Proven ability to handle escalations and leverage internal and external resources to resolve complex issues.
- Strong verbal and written communication skills to interact effectively with customers and internal stakeholders.
- A proactive, solution-oriented approach with a willingness to go above and beyond to achieve customer success.
- Must be flexible to work shifts and participate in on-call rotations to support high-priority accounts.
- Expected to work from the Santa Clara, CA office in compliance with Pure's policies.
Benefits & Perks
Compensation/salary range: 145,000 - 218,000
Work schedule: Flexible time off and on-call rotations
Work environment perks: In-office environment, wellness resources, company-sponsored team events
Any additional benefits: Potential for incentive pay and/or equity
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