Technical Services Engineer, FlashArray (Shift: Monday - Friday 12:00 - 9:00 PM MST)

Location

Lehi, UT | United States

Job description

BE PART OF BUILDING THE FUTURE.

What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse? 

The answer is data, -- all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pure’s vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. With 11,000+ customers including 58% of the Fortune 500, we’ve only scratched the surface of our ambitions. 

Pure is blazing trails and setting records:

• For ten straight years, Gartner has named Pure a leader in the Magic Quadrant 
• Our customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score in the top 1% of B2B companies globally
• Industry analysts and press applaud Pure’s leadership across these dimensions
• And, our 5,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go

If you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark.

SHOULD YOU ACCEPT THIS CHALLENGE...

Pure Storage is growing and we are looking for a Technical Support Engineers to join our 24x7 Support team in Lehi, Utah.

Let’s start by telling you a little bit about Pure Storage Technical Services. We have Support centers in North America, Europe and Asia.. You will be part of the best Support team in the industry. How do we know that? Our customers and our NPS number tell us so! The Puritan culture focuses on 5 key values – Persistence, Creativity, Teamwork, Ownership, and Customer First. We hope you share the same values.

You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our Flash Array 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.

Sound like the kind of fun and fast paced role you’re looking for? Then let us share a little bit about the qualities we’re seeking in an ideal candidate. We’re looking for someone who is analytical, driven, a solution seeker, and has a sense of ownership. Since we’re a team-oriented group, we’re hoping that you’re a true team player too!

Responsibilities:

• Advanced ServiceNow Case management
• Proactively seek to understand customer expectations.
• Answer and resolve support cases across all severity levels.
• Actively engage the customer in professional manner via variety of methods. 
• Own, track and maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers;
• Experience balancing workloads across teams
• Provide ideas and assist with creation of documentation  FAQ / KB article when needed
• Troubleshoot, research, and resolve issues, using internal tools, and knowledge base, peer to peer collaboration and other tools you will learn in this role.
• 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

• Associates Degree +1 year experience or 3 years direct experience
• Good organizational and time-management skills.
• Exceptional interpersonal skills.
• 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.
• Advanced knowledge and ability to troubleshoot Networking, Latency, Replication, Performance and Space issues.
• Demonstration of subject matter expertise in one or more of the following: NFS, S3, Native SMB, LDAP, IPv6.
• Experience with dispatching hardware
• Associates/Bachelor’s Degree in Computer Science or related technical field or relevant experience
• Second language preferred not required.
• Government clearance is desired

The annual base salary range is:  Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations. This role may be eligible for incentive pay and/or equity. And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events - check out purebenefits.com for more information.

BE YOU—CORPORATE CLONES NEED NOT APPLY.

Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.

Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events.

PURE IS COMMITTED TO EQUALITY.

Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.

Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire. 

If you need assistance or an accommodation due to a disability, you may contact us at [email protected].

APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.

If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice.

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