Designated Services Engineer, FlashArray Shift Mon - Fri 7am - 4pm MT
Pure StorageLehi, Utah
Full Time
Posted April 11, 2025
$79k - $137k
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Job Description
The Designated Services Engineer (DSE) 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 building strong relationships with customers and internal teams.
Key Responsibilities
- Troubleshoot customer issues related to hardware, software, and environmental factors within FlashArray products.
- Proactively seek to understand customer expectations and resolve support cases based on severity level.
- Own and track customer issues using the ticket tracking system.
- Manage customer-facing communications, ensuring clarity and professionalism.
- Develop relationships of trust with specific named accounts.
- Share and document knowledge via FAQ and KB articles.
- Train and coach junior support engineers.
- Manage multiple support cases and projects simultaneously.
- Champion customer issues internally and represent the company externally.
- Lead large multi-participant customer calls, including escalations.
Requirements
- A minimum of 5 years of experience in a customer-facing and/or technical support role.
- Must be willing to work the following shift: Mon - Fri 7am - 4pm MT.
- Proven ability to resolve customer problems and escalations utilizing appropriate internal and external resources.
- Proven technical troubleshooting skills in a complex multi-platform system-vendor environment.
- Experience in supporting both hardware and software products.
- Ability to triage issues and escalate them to appropriate engineering groups as necessary.
- Advanced to expert knowledge of technologies such as operating systems Solaris, LINUX, Windows, VMware, LANs, WANs, and Storage Area Networks.
- Knowledge and ability to troubleshoot Fibre Channel, Ethernet, IP, iSCSI, SAN issues.
- Demonstration of subject matter expertise in one or more of the following: AIX, LINUX, VMware Virtualization, Windows, Hypervisors, Enterprise Servers CPU, Chipset, and Memory, HBAs.
- High level of experience and professionalism, ability to interact with executives and senior leadership.
- Exceptional communication skills.
- Bachelor's Degree in Computer Science or related technical field or relevant experience.
- Expected to work from the Lehi, Utah or Raleigh, NC office in compliance with Pure's policies.
Benefits & Perks
Annual salary range of $79,000.00 - $137,000.00
Work schedule: Mon - Fri 7am - 4pm MT
In-office work environment in Lehi, Utah or Raleigh, North Carolina
Flexible time off
Wellness resources
Company-sponsored team events
Potential for incentive pay and/or equity
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