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Technical Services Engineer, FlashArray Shift Mon - Fri 3pm - 12pm MST

Pure Storage
Posted February 4, 2025

$77,000 - $116,000

Full Time

Job Description

The Technical Support Engineer will be part of a 24x7 support team, responsible for troubleshooting and resolving customer issues related to hardware and software within the FlashArray product, while also mentoring junior engineers and managing customer communications.

Responsibilities

  • Proactively seek to understand customer expectations
  • Answer and resolve support cases across all severity levels
  • Own and track customer issues using our ticket tracking system
  • Own all customer facing communications, ensuring the message is concise and professional
  • Share and document knowledge via FAQ KB articles
  • Mentor junior support engineers through training and coaching
  • Manage multiple projects and support cases simultaneously
  • Champion customer issues internally and represent the company externally
  • Lead large multi-participant customer calls, including hot escalations

Requirements

  • A minimum of 3 years of experience in a professional enterprise level technical support role.
  • Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment and configurations.
  • Proven ability to resolve customer problems and escalations utilizing appropriate internal and external resources.
  • Experience in supporting both hardware and software products.
  • Ability to triage issues and escalate them to appropriate engineering groups as necessary.
  • Working knowledge of technologies such as operating systems LINUX, Windows, VMware, LANs, WANs, and storage area networks.
  • Knowledge and ability to troubleshoot Networking, Replication, Performance, and Space issues.
  • Good organizational and time-management skills.
  • Exceptional customer service and communication skills.
  • Bachelor's Degree in Computer Science or related technical field or relevant experience.
  • Must be willing to work the following shift: Mon - Friday from 3pm - 12pm MST.
  • Weekend, holiday, and on-call duties as required.
  • You will be expected to work from the Lehi office in compliance with Pure's policies.

Benefits

  • Annual base salary range of $77,000.00 - $116,000.00
  • Work schedule: Monday - Friday from 3pm - 12pm MST
  • In-office work environment
  • Flexible time off
  • Wellness resources
  • Company-sponsored team events
  • Potential for incentive pay and/or equity

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