SHOULD YOU ACCEPT THIS CHALLENGE... Pure Storage has Support centers in Mountain View, CA, Lehi, UT, Dublin, Ireland & Singapore, Asia. 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 within our FlashArray 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.
WHAT YOU'LL DO... 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 Share and document knowledge via FAQ / KB articles, which can be internal or customer facing Develop junior support engineers through training and coaching Manage multiple projects/support cases simultaneously Champion customer issues internally, and represent the company externally Lead large multi-participant customer calls, including hot escalations Normally receive little instruction on day-to-day work, general instructions on new assignments Weekend, holiday, and on-call duties as required WHAT YOU'LL NEED TO BRING TO THIS ROLE... Minimum 1 year 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: SAN, iSCSI, FCoE, FCP, Block Protocols Must be willing and able to work in an open office, team environment.
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