Technical Services Engineer, FlashArray Shift Mon - Fri 3pm - 12pm MST
Pure StorageLehi, Utah
Full Time
Posted February 4, 2025
$77k - $116k
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Application opens on company website
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.
Key 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 & Perks
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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