Remote Technical Support Specialist

Pure Storage; United States; Remote; USD 14,000 - 41,000; Full time

Benefits offered by this job

Flexible time off

Wellness resources

Company-sponsored team events

Job summary

Pure Storage is seeking a Customer Services Specialist (Remote) to be the first point of contact for our Technical Support team. You will route inbound inquiries to engineers, manage ticket lifecycles, and provide world-class updates to global customers during critical moments.

You’ll work closely with Support Engineers and Managers to ensure rapid resolution, monitor queues by priority, and drive operational intelligence to improve the Everpure Platform’s stability and customer satisfaction.

Qualifications

• Minimum 1 year experience with phone management or frontline IT/support.
• Ability to translate complex issues into clear, empathetic updates.
• Proficiency navigating support ecosystems, case tracking, VoIP, and web collaboration.
• Strong organizational skills to prioritize tasks and manage tickets.
• Collaborative mindset to solve cross-functional problems and meet KPIs.

Responsibilities

• Direct all incoming support requests to engineers ensuring high-priority issues are addressed quickly.
• Provide proactive status updates and set expectations for resolution timelines.
• Audit the support queue by severity and escalate aging cases to leadership.
• Analyze recurring trends to help identify root causes and improve stability.

Skills

Phone call management

Front-line IT or Support Experience

Customer Advocacy & Communication

Technical Troubleshooting

Operational Agility

Collaborative Mindset

Tools

VoIP tools

Case tracking systems

Web-based collaboration apps

Job description

Pure Storage is seeking a Customer Services Specialist (Remote) to be the first point of contact for our Technical Support team. You will route inbound inquiries to engineers, manage ticket lifecycles, and provide world-class updates to global customers during critical moments.

You’ll work closely with Support Engineers and Managers to ensure rapid resolution, monitor queues by priority, and drive operational intelligence to improve the Everpure Platform’s stability and customer satisfaction.