Services Solutions Engineer

Pure Storage

Raleigh, North Carolina

Full Time

Posted March 31, 2026

$122k - $183k

Not Specified

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Job Description

The role involves providing advanced technical support and troubleshooting for cloud and storage technologies, mentoring support staff, and resolving complex customer issues to prevent escalations, with a focus on modern infrastructure such as containers and multi-cloud deployments.

Key Responsibilities

Lead the resolution of high-priority, complex service requests and escalations to prevent issues 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 (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

Must have 6 years of experience in a similar role.
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.
Experience with installing and supporting large-scale enterprise software and systems.
Ability to triage issues and escalate them to appropriate engineering groups as necessary.
Experience working with public cloud environments like AWS, Azure, and GCE is desired.
Experience deploying and supporting Kubernetes and/or other cloud container and application management systems such as OpenShift is a plus.
Understanding of storage concepts, storage technologies, and experience troubleshooting storage deployment would be a plus, including familiarity with iSCSI, NVMe over TCP, EBS, Azure Blob Storage, and S3.
Strong shell scripting skills are desired.
Must be able to work primarily in an in-office environment at the Raleigh, North Carolina office in compliance with company policies, unless on PTO, work travel, or other approved leave.