Senior Support Account Manager — Remote, 1-Hour SLA

E Logic; Washington (District of Columbia); Remote; USD 110,000 - 160,000; Full time

Job summary

E Logic is seeking a Senior Support Account Manager to lead remote support for a DoD Pure Storage environment. You will coordinate incidents, ensure rapid 1-hour responses for critical issues, and collaborate with government staff and contractors.

The role requires DoD clearance readiness, strong Pure Storage knowledge, and the ability to manage tickets, performance metrics, and compliance across the program.

Qualifications

• Minimum 3 years in a support account management or customer success role.
• Minimum 2 years supporting Pure Storage environments.
• Minimum 2 years managing support tickets and escalations in a government environment.
• Minimum 3 years supporting ICT projects with lifecycle requirements.

Responsibilities

• Serve as the primary contact for support tickets and escalate critical issues.
• Provide 24/7/365 remote technical assistance with 1-hour response for critical issues.
• Coordinate with engineers on escalated incidents and maintain monitoring.
• Advise on support design standards, patterns, libraries, and testing tools.
• Ensure materials for events are prepared, delivered, and accessible.

Skills

Support operations

Incident escalation

Client coordination

Pure Storage knowledge

DoD compliance understanding

Education

High School Diploma or equivalent

Tools

Pure Storage management tools

Pure1 monitoring

Job description

E Logic is seeking a Senior Support Account Manager to lead remote support for a DoD Pure Storage environment. You will coordinate incidents, ensure rapid 1-hour responses for critical issues, and collaborate with government staff and contractors.

The role requires DoD clearance readiness, strong Pure Storage knowledge, and the ability to manage tickets, performance metrics, and compliance across the program.