Senior Escalation Engineer - Lehi, United States - Pure Storage
Description
Company OverviewBE 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.
Pures 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, weve 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 QuadrantOur customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score in the top 1% of B2B companies globallyIndustry analysts and press applaud Pures leadership across these dimensionsAnd, our 5,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we goIf you, like us, say bring it on to exciting challenges that change the world, we have endless opportunities where you can make your mark.
Position OverviewPure Escalation Engineers (EE) work on the most complex, and challenging customer issues. This team is the last step in Support before an issue is escalated to Development. The EE is responsible for reviewing tickets, and advising the technical support engineers on further steps for resolution. If necessary, the EE will take over the ticket, and work directly with the customer.If the issue is still not resolved, or has been isolated as needing a code fix, the issue is further escalated to Development.
The goal of this position is to minimize the number of tickets which are escalated to Development.This position is ideal for a support professional with strong interpersonal skills, and a desire to work in a fast-paced, high-performing, entrepreneurial culture.
The ideal candidate must be willing to accept the unpredictable nature of daily work in a rapidly growing business.ResponsibilitiesSHOULD YOU ACCEPT THIS CHALLENGE..The Senior Escalation Engineer role is ideal for a support professional with strong interpersonal skills, and a desire to work in a fast-paced, high-performing, entrepreneurial culture.
The ideal candidate must be willing to accept the unpredictable nature of daily work in a rapidly growing business.Proactively seek to understand customer expectationsResolve escalated service requestsOwn and track customer issues using our ticket tracking systemMentor and coach technical support engineersOwn communications for your issues, ensuring the message is concise and professionalShares, and documents knowledge via FAQ / KB articles, which can be internal or customer facingManage multiple projects/support cases simultaneouslyChampion customer issues internally, and represent the company externallyProvide on-call support as requiredThis position may involve alternative work hours including nights, weekends, and company holidaysQualificationsWHAT YOULL NEED TO BRING TO THIS ROLE...Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources, e.g.
from Technical Services, DevOps Support or similarMust have 6 years of experienceBS in Computer Science, IT degree or equivalent practical experienceGood understanding of Linux system administration, systemd, cgroups and linux container concepts and troubleshootingExperience with installing and supporting large-scale enterprise software and systemsExperience working with public cloud environments like AWS, Azure and GCE desiredExperience deploying and supporting Kubernetes and/or other cloud container and application management systems such as OpenShift is a plusUnderstanding of storage concepts, storage technologies, and prior experience troubleshooting storage deployments would be a plusAbility to triage issues, and escalate them to appropriate engineering groups as necessaryStrong shell scripting skills desiredExperience in working with one or more devops tools like Ansible, Chef, Puppet, Terraform would be a plusFluent in English with clear verbal and written communications skillsSelf-motivated, self starter who is not afraid to roll their up sleeves and do the right thing to help the customer succeedAs this is an office-centric role, you are expected to be present in the office for 3 days a week.
As outlined in Pure's Hybrid Work Policy, there will be variations over periods of time, depending on business need.Pay Range USD $91, USD $138,000.00 /Yr.
Pay Transparency StatementSalary 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 for more information.
BE YOUCORPORATE CLONES NEED NOT APPLYPure 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.#J-18808-Ljbffr