Principal Escalation Engineer (Shift: Mon - Fri, 9:00 AM to 6:00 PM PST)

Everpure; Santa Clara (CA); On-site; USD 153,000 - 230,000; Full time

Benefits offered by this job

Equity eligible

On-site in Santa Clara

Job summary

Everpure in Santa Clara seeks a Staff Escalation Engineer to own high-stakes technical escalations across hardware, software, and environment factors. You will bridge frontline support with Engineering, mentor the team, and drive product reliability in a customer-first culture.

The role requires multi-platform troubleshooting, excellent communication, and the ability to lead cross-functional efforts while participating in on-call rotations.

Qualifications

• Minimum four years experience in a customer-facing or technical support role.
• Advanced troubleshooting across multi-platform environments (Linux/Windows, networks, storage).
• Domain expertise in Active Cluster, Purity and related technologies with engineering triage ability.
• Strategic communication leading large customer calls and executive escalations.
• Collaborative leadership and ability to mentor others.

Responsibilities

• Lead high-stakes resolutions for complex escalations across hardware, software, and environmental factors.
• Bridge engineering gaps by triaging defects and sharing field insights.
• Create internal and customer-facing documentation and deliver SME training.
• Own the customer experience and advocate for customer needs to influence product reliability.
• Participate in on-call rotations to provide global support.

Skills

Customer-facing support

Troubleshooting

Linux/Windows

Networking DNS TCP iSCSI

SAN/NAS

Active Cluster & Purity

Executive escalations

Cross-functional leadership

Mentorship

Education

Bachelor's Degree

Tools

FAQs/KBs creation

Job description

Staff Escalation Engineer (Shift: Mon - Fri, 9:00 AM to 6:00 PM PST)

Everpure (NYSE: P) has evolved from storage pioneer to data platform, closing fiscal 2026 with $3.7 billion in revenue, its first billion-dollar quarter, and accelerating growth into FY27. Our strategic agenda spans the companies defining the next era of technology - hyperscalers, AI labs, the AI hardware supply chain, data platform providers, and the broader AI ecosystem.

This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.

THE ROLE

As a Staff Escalation Engineer, you will champion customer success by resolving the industry's most complex technical challenges. You will serve as a critical bridge between our frontline support and Engineering, ensuring high-stakes issues are resolved while driving product improvements. This role is a unique blend of deep technical troubleshooting, cross-functional leadership, and mentorship, making you a key driver of our “Customer First” mission within the Everpure ecosystem.

WHAT YOU'LL DO

• Lead High-Stakes Resolutions: Resolve complex, multi-dimensional technical escalations involving hardware, software, and environmental factors, ensuring professional and concise communication during critical “hot” incidents.
• Bridge the Engineering Gap: Collaborate directly with Engineering teams to triage defects, share field insights, and ensure technical knowledge trickles down to the broader support organization.
• Cultivate Technical Excellence: Act as a Subject Matter Expert (SME) by creating internal and customer-facing technical documentation (FAQs/KBs) and delivering specialized training to mentor and grow the talent of the support team.
• Own the Customer Experience: Proactively manage multiple high-severity projects simultaneously, representing Everpure externally while advocating for customer needs internally to influence product reliability.
• Drive Operational Readiness: Participate in on-call rotations, including weekends and holidays as required, to provide seamless global support for our mission-critical storage solutions.

WHAT YOU BRING

• Experience: Minimum four years experience in a customer-facing or technical support role.
• Advanced Technical Troubleshooting: Expert-level ability to diagnose and resolve issues across complex multi-platform environments, including deep knowledge of Operating Systems (Linux/Windows), Networking protocols (DNS, TCP, FC, iSCSI), and Storage Area Networks (SAN/NAS).
• Domain Expertise: Specialized proficiency in Active Cluster and core technologies such as Performance, asynchronous replication, and Purity software, with the ability to triage and elevate issues to Engineering with precision.
• Strategic Communication: Proven track record of leading large, multi-participant customer calls and managing executive-level escalations with a focus on empathy, clarity, and technical authority.
• Collaborative Leadership: Demonstrated ability to build strong cross-departmental networks and a passion for teaching others, transitioning complex technical concepts into actionable team knowledge.
• Bachelor's Degree in lieu of experience.

In-Office Commitment: We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara office in compliance with Everpure’s policies, unless you are on PTO, work travel, or other approved leave.

#LI-ONSITE

Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.

This role may be eligible for incentive pay and/or equity.

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

The annual base salary range is:

$153,000 - $230,000 USD

WHAT YOU CAN EXPECT FROM US:

• Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
• Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®!
• Team: We build each other up and set aside ego for the greater good.

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. Check out http://benefits.everpuredata.com/ for more information.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at [e-mail] if you’re invited to an interview.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.

Everpure is proud to be an equal opportunity 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.

Join us and bring your best.

Bring your bold.

Pure and simple.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Everpure’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.