Services Solutions Engineer
Pure StorageRaleigh, North Carolina
Full Time
Posted November 18, 2025
$115k - $173k
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Job Description
The role involves serving as a senior escalation engineer in a technical support team, resolving complex customer issues related to cloud and storage technologies, mentoring support staff, and collaborating with engineering teams to develop high-impact solutions in a fast-paced, innovative environment.
Key Responsibilities
- Lead the resolution of high-priority, complex customer service requests and escalations to prevent issues from reaching development teams.
- Mentor and coach Technical Support Engineers to improve troubleshooting skills and technical knowledge.
- Collaborate with customers, partners, and engineering teams to analyze logs, reproduce scenarios, and develop strategies for code-level resolution.
- Become a subject matter expert in modern infrastructure, including containers (Docker, Kubernetes, OpenShift) and hybrid multi-cloud deployments (AWS, Azure).
- Create and maintain high-quality documentation, FAQs, and knowledge base articles to reduce support volume.
Requirements
- Proven mastery in technical escalation management and problem-solving, with a track record of successfully resolving highly complex, critical customer issues in a production environment.
- Deep operational expertise in Linux system administration, including a strong understanding of core concepts like systemd, cgroups, and Linux container runtimes.
- Solid experience with large-scale enterprise software and systems deployment, coupled with practical knowledge of public cloud environments AWS and Azure, and modern storage concepts such as iSCSI, NVMe-oTCP, S3, and EBS.
- Experience leading the resolution of high-priority, complex service requests and escalations from a worldwide customer base, aiming to resolve issues quickly and prevent further escalation to Development.
- Ability to mentor and coach Technical Support Engineers, providing expert guidance on troubleshooting methodologies, diagnostics, and next steps.
- Ability to analyze logs, reproduce complex scenarios, and define comprehensive strategies for code-level resolution in collaboration with customers, partners, and Engineering teams.
- Subject matter expertise in modern infrastructure, specifically focusing on containers such as Docker, Kubernetes, OpenShift, and hybrid multi-cloud deployments including AWS and Azure, ensuring seamless support for the Pure Cloud Block Store product.
- Excellent communication and interpersonal skills, with the ability to clearly articulate complex technical information to both highly technical internal teams and executive-level customers.
- Demonstrated self-motivation and initiative, with the ability to manage unpredictable daily work, triage issues effectively, and thrive in a fast-paced, entrepreneurial, and high-performing culture.
- Willingness to work from the Raleigh, North Carolina office in compliance with company policies, unless on PTO, work travel, or other approved leave.
Benefits & Perks
Salary range: 115,000 - 173,000 USD annually
Work environment: primarily in-office in Raleigh, North Carolina
Work schedule: flexible time off, adaptable to PTO, work travel, or approved leave
Additional benefits: incentive pay and/or equity, wellness resources, company-sponsored team events, accommodations for disabilities, inclusive and supportive company culture
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