Senior Escalation Engineer

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.
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 QuadrantOur customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score that is the highest in the industryIndustry analysts and press applaud Pure's leadership across these dimensionsAnd, our 6,000+ 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 OverviewSHOULD YOU ACCEPT THIS CHALLENGE….. Pure 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.
Shift: Wednesday to Saturday ResponsibilitiesProactively 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 You Bring To The Team Minimum 5 years of experience in customer facing technical support work covering the region.Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resourcesStrong technical troubleshooting, and fault isolation skills in a multi-platform-system-vendor environmentExperience in supporting both hardware, and software productsAbility to triage issues, and effectively escalate them to appropriate engineering groups as necessaryKnowledge of various operating systems such as VMware, Solaris, LINUX, and Windows with an emphasis on OS tuning for SANUnderstanding of networking including Fibre Channel, IP, iSCSIDemonstration of subject matter expertise and knowledge in compute/networkingDevelopment background a plusPrior support experience at storage related company is desired#LI-HYBRID
BE YOU—CORPORATE 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. 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 ******.
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.
DEEMED EXPORT LICENSE NOTICE. Some positions may require a deemed export license for compliance with applicable laws and regulations.
Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.

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