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Designated Services Engineer / Remote Premium Technical Support

Company: Pure Storage
Location: Minneapolis
Posted on: August 7, 2022

Job Description:

BE 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 9,000 customers including 50% of the Fortune 500, we've only scratched the surface of our ambitions .

Pure Is Blazing Trails And Setting Records

  • For eight 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 applaud Pure's leadership across these dimensions
  • And, our 4,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go
    If you, like us, say "bring it on" to exciting challenges that change the world, we have endless opportunities where you can make your mark.

    SHOULD YOU ACCEPT THIS CHALLENGE...

    Pure Storage has Support centers in Mountain View, CA, Lehi, UT, Singapore, and Dublin, Ireland. We are looking for a senior Technical Support Engineer (TSE) to join our 24x7 Support team as a Designated S Engineer. 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. 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.
    • Proactively seek to understand customer expectations
    • Answer and resolve support cases based on severity level
    • Own and track customer issues using our ticket tracking system
    • Own all customer facing communications, ensuring the message is concise and professional
    • Develop relationships of trust with specific named accounts
    • 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
    • Weekend, holiday, and on call duties as required
      What You'll Need To Bring To This Role...
      • Proven experience or a minimum of three years of experience in customer-facing, technical support work
      • 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
      • VMware and Oracle experience highly preferred
      • Ability to triage issues, and escalate them to appropriate engineering groups as necessary
      • Knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks
      • Knowledge, and ability to troubleshoot Fibre Channel, Ethernet, IP, iSCSI, NAS/SAN issues
      • Demonstration of subject matter expertise in one or more of the following: AIX, LINUX, VMware Virtualization, Windows, Hypervisors, Enterprise Servers (CPU, Chipset, and Memory), HBAs
      • Bachelors degree in a technical field or related experience
      • One or more of the following certifications is nice to have:
        • VMware Certified Professional (VCP)
        • Certified Kubernetes Administrator
        • AWS Certified Cloud Practitioner
        • Microsoft Certified: Azure Data Engineer Associate
        • Must be legally authorized to work in the US without sponsorship
          BE YOU-CORPORATE CLONES NEED NOT APPLY.

          Pure 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 TA-Ops@purestorage.com .

          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.

          PURE'S COMPLIANCE WITH THE U.S. GOVERNMENT COVID-19 MANDATE

          In accordance with Pure's policies, current and anticipated federal regulations, and our ongoing commitment to prioritizing the health and well-being of our employees, partners, and customers, and the community at large, where permitted by law, all Pure employees and contractors working in the United States are expected to be fully vaccinated against COVID-19 prior to your start date. Should you require an exemption for medical or religious reasons, you must initiate Pure's exemption request process which will determine if an exemption can be granted in accordance with applicable local, state, and/or federal law.

Keywords: Pure Storage, Minneapolis , Designated Services Engineer / Remote Premium Technical Support, IT / Software / Systems , Minneapolis, Minnesota

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