Technical Services Engineer, FlashArray Shift Mon - Fri 8am-5pm MT
Pure StoragePosted February 26, 2025
Lehi, Utah
Energy Storage$79k - $119k
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 ensuring excellent customer service and communication.
Responsibilities
- •Proactively seek to understand customer expectations
- •Answer and resolve support cases across all severity levels
- •Own and track customer issues using the ticket tracking system
- •Manage all customer-facing communications
- •Share and document knowledge via FAQ and KB articles
- •Manage multiple projects and support cases simultaneously
- •Champion customer issues internally and represent the company externally
- •Lead large multi-participant customer calls, including escalations
Requirements
- •A minimum of 3 years of experience in a professional enterprise level technical support role.
- •Must be willing to work the following shift: Mon - Fri 8am-5pm MT.
- •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 engage with other internal groups as necessary.
- •Working knowledge of Storage Area Networks including Fabrics.
- •Working knowledge of technologies such as operating systems LINUX, Windows, VMware, LANs, WANs.
- •Knowledge and ability to troubleshoot Networking.
- •Working knowledge of Replication, Performance and Space issues on a Storage Area Network.
- •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.
- •The role requires phone calls or Zoom calls with customers.
- •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: $79,000.00 - $119,000.00
- •Work schedule: Mon - Fri 8am-5pm MT
- •In-office work environment
- •Flexible time off
- •Wellness resources
- •Company-sponsored team events
- •Potential for incentive pay and/or equity
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