Customer Service Specialist

Why Pure

Pure Storage was founded with the ambitious goal of revolutionizing the computing infrastructure industry.  Today we are building the data platform for the cloud era and we’ve accomplished the first step towards that goal by bringing to market the simplest and most reliable all-flash storage array in history. The full potential impact of our line of "Smart Storage" products is only beginning to be felt as customers discover the benefits and exciting applications that can be built on top of a Pure system.

For three straight years, Gartner has named Pure a leader in the Magic Quadrant for Solid-State Arrays. According to IDC, Pure has become a Top 10 data storage vendors faster than any other company in history. We continue to take market share, while achieving record-setting customer satisfaction scores for the enterprise technology industry.  For more information, check out our corporate fact sheet here.

Topping the Bay Area’s Best Places to Work lists for 5 years running, we’ve built a team that has rich and diverse set of experiences and backgrounds.  Puritans have a passion for innovation, creativity, customer success, transparency, teamwork and fun. We’re looking for talented people to join us on the journey.

Our Support Engineering Team

Pure's Tech Support organization is lead by Colin Mead with upwards of 200 employees across 3 locations in Mountain View, Utah, and Ireland. All of the support teams are continuing to grow overall; Utah is our largest 24/7 Support center with over 130 team members.
 
Tech Support is a key customer facing org that's recognized for providing excellent quality customer service. This team offers career advancement opportunities and they're a fun group who work hard to make Pure the best storage company!
 
What You Will Be Doing
 
Coordinate all inbound Technical Support inquiries from customers, partners and Pure Storage employees. Triage  the nature of a problem; make initial recommendations on possible fixes, route calls to support engineers.  Follow-up with customers and support engineers to ensure that trouble tickets are resolved and customers are satisfied.  Perform limited statistical analysis to track recurring problems, and interact with customers and partners who are reporting problems with Pure Storage products.
  • Receive incoming requests by telephone, e-mail and through the support portal
  • Prioritize and dispatch these calls to Technical Support Engineers
  • Where possible, send solutions to customers
  • Keep customers updated about status of their open tickets
  • Update information in ticket tracking system
  • Notify Support Manager of critical customer issues
  • Prioritize both time and projects, work to balance resources with customer needs
  • Determine the scope of technical issues
  • Monitor cases by Severity, Priority, and Age in Pure Storage’s case tracking system

What You Bring To The Team

 

  • Bilingual in English + at least one of the following languages: Spanish, French, Mandarin, Cantonese, German, Russian, Korean, Japanese or Italian
  • Minimum of 3+ years experience with phone call management, front-line IT or Support Experience
  • Focus on the customer experience
  • Ability to troubleshoot issues with common applications such as Microsoft Office, web browsers, chat applications, and VoIP calls
  • Excellent people and communication skills both written and verbal
  • Great memory skills and ability to multitask, or serialize tasks very rapidly
  • Very good organizational skills
  • Able to maintain composure in stressful situations

Preferred and Experienced Candidates

  • Experience creating, updating, and maintaining Knowledge Base articles
  • 2+ years of Enterprise Support Experience
  • Familiarity with command prompt applications and tools (Linux or Windows)
  • Storage & Network background preferred

Culture & Perks

No Storage? No Problem.

We look for talent and culture first, specific technologies second, so once you decide Pure is the right place for you, we will match you with the right project to start with.  Plus, we like people to have the ability to do different things and be constantly learning, so we encourage our engineers to move around to different teams and project across the company.

Pure creates opportunities for individual development and career growth.

We offer a six-month leadership development program for current employees looking to advance within the company, as well as sales and technical training programs for interns and recent graduates. We also host monthly workshops and panels that focus on a variety of topics ranging from honing the skills needed for career advancement to learning how to choose a mentor.

Popular Perks

Pure offers an unlimited vacation policy, company trips, free lunches,100% employer paid premiums, meditation rooms, free yoga classes and employee resource groups, such as Pure Equality and Pure Vets, to encourage all of our employees to maintain mind and body wellness. We offer numerous volunteer opportunities for employees to give back not only to the Bay Area, but across the globe. 

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Meet Some of Pure Storage's Employees

Chris G.

Technical Lead, Engineering Operations

Chris oversees the productivity and efficiency of the Engineering, Release, and Q&A Teams in order to ensure the company delivers the highest quality products in the shortest time period possible.

Miranda S.

Software Engineer

Miranda serves as an essential component of the Pure Storage Flash Blade User Interface Team. Together, they apply important client feedback to new features and implementations.


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