Manager, Technical Support (2nd shift - 1pm to 10 pm)

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

Our ability to provide a differentiated customer support experience is a key pillar to the Pure Storage promise. At Pure Storage we believe a great product is only half the battle; a great support experience is just as important. If anything goes wrong, or if you just have a question about how things are supposed to work, just pick up the phone, send us an email, or log into Pure1. Our support team will make sure your questions are answered or we'll work with you to make it right.

Pure Storage is seeking an experienced manager for our technical support team in Lehi, Utah. In this role you will lead and scale our team of support engineers, monitoring customer arrays 24x7. You will document and train individual functions within the team. The goal of this organization is to be the front-line helping our customers solve problems quickly and efficiently. This position is ideal for strong support manager looking to take the next step in their career and work in a fast-paced, entrepreneurial culture.

What You Bring To The Team

  • Minimum 7-10 years of experience in customer-facing, technical support work
  • At least 5 years of management experience
  • Track record of recruiting and developing a strong team and leadership bench
  • Proven ability to resolve customer problems, complaints and issues utilizing appropriate internal and external resources
  • Proven technical troubleshooting and fault isolation skills in a multi-platform-system-vendor environment
  • Current experience in supporting both hardware and software products, and triaging issues and escalating them to either the hardware or software groups
  • ITIL foundation training and certification
  • Hands on knowledge in operating systems (VMware, Solaris, LINUX, Windows) with emphasis on OS tuning for SANs.
  • Prior support experience at storage related company desired
  • Knowledge of Fibre Channel, IP networking/iSCSI
  • Development background a huge plus
  • Willingness to work shift work 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

Colton C.

Software Developer

As part of Pure Storage’s UI Team, Colton and his peers handle all the different ways customers manage their storage, ensuring the company’s offering meets their needs.

Aimee C.

VP, Engagement & Experience Marketing

Aimee and her team are the forces that drive exceptional experiences and innovative engagement with Pure Storage’s partners and customer communities.


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