Services Solutions Engineer
Pure StorageRaleigh, North Carolina
Full Time
Posted November 20, 2025
$115k - $173k
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Application opens on company website
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 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 solutions for complex issues.
- Become a subject matter expert in modern infrastructure, including containers and multi-cloud deployments, to support cloud storage products.
- 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.
- Experience with modern storage concepts such as iSCSI, NVMe-oTCP, S3, and EBS.
- Exceptional 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.
- Ability to lead 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 to elevate the overall technical skill of the team.
- Experience collaborating directly with customers, partners, and Engineering teams to analyze logs, reproduce complex scenarios, and define comprehensive strategies for code-level resolution.
- 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 cloud storage products.
- Willingness to work from the Raleigh, North Carolina office in an in-office environment, in compliance with company policies.
Benefits & Perks
Salary range: 115,000 - 173,000 USD
Potential incentive pay and/or equity
In-office work environment in Raleigh, North Carolina
Flexible time off
Wellness resources
Company-sponsored team events
Opportunities for growth and development
Inclusive and supportive company culture
Ready to Apply?
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