Escalation Engineering Manager, Hyperscale Line of Business
Pure StorageSanta Clara, California
Full Time
Posted February 13, 2026
$217k - $326k
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Application opens on company website
Job Description
The role involves leading a team to resolve complex escalations in large-scale cloud storage systems, ensuring customer satisfaction, driving technical investigations, and improving processes within a fast-paced, innovative environment.
Key Responsibilities
- Lead technical investigation and resolution of product escalations in large-scale cloud storage systems
- Coordinate cross-functional teams to ensure timely and high-quality outcomes for escalations
- Mentor and develop a team of engineers, fostering operational excellence and scalable processes
- Respond to customer issues to advocate for customer needs and feedback
- Create and maintain diagnostic tools to troubleshoot and debug customer issues
- Collaborate with quality teams to reduce future product exposure
- Optimize resource management and develop reports to track performance metrics
- Interact directly with customers to support large sales opportunities
Requirements
- 5 years of technical management experience
- 4 years of experience with Python, Go, C, Linux, and other related programming languages
- Ability to analyze complex systems and describe in simplest terms
- Experience with Big Data production environments
- Strong analytical and problem-solving skills with a creative approach to addressing issues
- Capable of prioritizing multiple projects in a fast-paced environment
- Natural curiosity, obsessive attention to detail, and innate troubleshooting skills
- Excellent written, oral, and interpersonal communication skills
- Bachelor's or Master's degree in Computer Science, or a related technical field, or equivalent industry experience
Benefits & Perks
Salary range: 217,000 - 326,000 USD
Potential eligibility for incentive pay and equity
In-office work environment at Santa Clara
Flexible time off
Wellness resources
Company-sponsored team events
Support for accommodations and accessibility
Inclusive and diverse workplace culture
Ready to Apply?
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