24/7 Technical Support Engineer – Storage & Networking

Pure Storage, Inc.; Lehi (UT); On-site; USD 82,000 - 123,000; Full time

Benefits offered by this job

Flexible time off

Wellness resources

Company-sponsored team events

Job summary

Pure Storage, Inc. in Lehi, Utah seeks a Technical Services Engineer to join our 24x7 Support team.

You’ll analyze and resolve complex issues across hardware, software, and environmental factors for our FlashArray products, shaping the customer experience and contributing to high NPS scores. You will collaborate with Engineering and other teams, mentor junior engineers, and help improve knowledge bases while owning incidents from initial contact to resolution in a fast-paced enterprise

Qualifications

• 3+ years in a professional enterprise-level technical support role.
• Owned and resolved complex customer issues in a multi-platform enterprise environment.
• Strong ability to diagnose storage, networking, replication, performance, and space issues.

Responsibilities

• Proactively own and resolve customer issues from initial contact through to resolution across all severity levels, ensuring all customer-facing communication is professional, concise, and timely.
• Diagnose and troubleshoot complex technical problems involving FlashArray products and their interactions with diverse multi-platform environments (operating systems, networking, and storage area networks).
• Drive customer satisfaction by leading multi-participant customer calls, including hot escalations, and championing their issues internally with teams like Engineering.
• Enhance our knowledge base by creating and updating internal and customer-facing FAQ and knowledge base articles.
• Mentor junior Support Engineers by sharing expertise and guiding best practices for issue resolution and customer management.

Skills

Technical support

Customer service

Troubleshooting

Linux

Windows

VMware

Networking

Storage Area Networks

Job description

Pure Storage, Inc. in Lehi, Utah seeks a Technical Services Engineer to join our 24x7 Support team.

You’ll analyze and resolve complex issues across hardware, software, and environmental factors for our FlashArray products, shaping the customer experience and contributing to high NPS scores. You will collaborate with Engineering and other teams, mentor junior engineers, and help improve knowledge bases while owning incidents from initial contact to resolution in a fast-paced enterprise