Technical Services Engineer, FlashArray (Shift: Mon - Fri 8am - 5pm MST)
Pure Storage
- Lehi, UT
- Permanent
- Full-time
- 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
- 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.
- 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.
- Windows FA File experience is a plus.
- VMware Site Recovery Manager experience is a plus.