Job Description
Pure Senior Services Engineer work on the most complex, and challenging customer issues. This team is the last step in Support before an issue is escalated to the EE. 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. SHOULD YOU ACCEPT THIS CHALLENGE... Pure Storage has Support centres in Mountain View, CA, Lehi, UT, Dublin, Ireland, Prague, Czech Republic & 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 WILL BE DOING... 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 WHAT YOU’LL NEED TO BRING TO THIS ROLE... Minimum 3 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 Knowledge of technologies such as operating systems (LINUX, Windows, VMware), LANs & WANs, and storage area networks is an advantage Knowledge and ability to troubleshoot Networking, Replication, Performance and Space issues Must be willing and able to work in an open office, team environment. Provide on-call support as required This position may involve alternative work hours including nights, weekends, and company holidays You will be based in Dublin, Ireland. As this is an office-centric role, you are expected to be present in the office for the majority of the week. As outlined in Pure's Hybrid Work Policy, there will be variations over periods of time, depending on business need. #J-18808-Ljbffr