Technical Support Engineer II/III (TSE2/3)

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

Pure Storage has Support centers in Mountain View, CA, Lehi, UT, and Dublin, Ireland. We are looking for a senior Technical Support Engineer to join our 24x7 Support team. You will be part of the best Support team in the industry. Our culture focuses on 5 key values – Persistence, Creativity, Teamwork, Ownership, and Customer First. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors with in our Flash Blade product. Our Support Engineers utilize their deep technical expertise to troubleshoot customer issues and resolve them. Successful Support Engineers will be able to build strong networks across different departments in the company.

  • 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
  • Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing
  • Develops junior support engineers through training, and coaching
  • Manage multiple projects/support cases simultaneously
  • Champion customer issues internally, and represent the company externally
  • Leads large multi participant customer calls, including hot escalations
  • Normally receives little instruction on day-to-day work, general instructions on new assignments
  • Weekend, holiday, and on call duties as required

What You Bring to the Team

  • Minimum five years of experience in customer-facing, technical support work
  • Subject Matter Expert in one or more technologies
  • 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 Networking, Replication, Performance and Space issues
  • Demonstration of subject matter expertise in one or more of the following: NFS, S3, SMB, LDAP, IPv6

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, free lunches, meditation rooms, and free yoga classes, to encourage all of our employees to maintain mind and body wellness. In addition, we support a diverse and inclusive environment through Pure Equality and our Employee Resource Groups. We also offer numerous volunteer opportunities for employees to give back not only to the Bay Area, but across the globe, through the Pure Good Foundation.

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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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