Description:
Pure Storage has Support centers in Mountain View, CA, Lehi, UT, Dublin, Ireland & Singapore, Asia. We are looking for a senior Technical Support Engineer (TSE) to join our 24x7 Support team. 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 within our FlashBlade product. As Support Engineers, you utilize your deep technical expertise to tackle technical problems. Successful Support Engineers will be able to build strong networks across different departments in the company.
- Dedicatedly seek to understand customer expectations.
- Answer and resolve support cases across all severity levels.
- Champion and track customer issues using our ticket tracking system.
- Own all customer facing communications, ensuring the message is concise and professional.
- Share and document knowledge via FAQ / KB articles, which can be internal or customer-facing.
- Champion multiple projects/support cases simultaneously.
- Champion customer issues internally, and represent the company externally.
- Leads large multi participant customer calls, including hot critical issues.
- As Technical Support Engineer, you normally receive little instruction on day-to-day work, general instructions on new assignments.
What You’ll Need To Bring To This Role...
- Authority on multiple technologies.
- Proven ability to resolve customer problems, and issues 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 raise them to appropriate engineering groups as necessary.
- Authoritative knowledge of technologies such as operating systems (LINUX, Windows, VMware) and storage area networks.
- Authoritative knowledge of storage technologies (SAN, RAID, LUN, ISCSI)
- Knowledge, and ability to fix Networking (LAN, TCP/IP, UDP), Replication, Performance and Space issues.
- Willing and able to work in an open office, team environment.
- Eight years of experience in the technical field with a bachelors degree in Computer Science, Information Technology or related discipline.