Senior Technical Support Engineer – Storage Systems

Everpure; Raleigh (NC); On-site; USD 93,000 - 140,000; Full time

Benefits offered by this job

Flexible time off

Wellness resources

Team events

Job summary

Everpure is seeking a Technical Support Engineer to join our 24x7 Support team in Raleigh, NC. You will analyze and resolve complex issues on FlashArray hardware and software, interfacing with engineering and other teams to ensure a premier customer experience.

You will own customer cases end-to-end, mentor junior engineers, and help expand our knowledge base with practical FAQs and articles. This role emphasizes strong communication and cross-functional collaboration in a fast-paced enterprise

Qualifications

• Minimum 3 years in an enterprise technical support role.
• Experience owning and resolving complex customer issues across multi-platform environments.
• Strong troubleshooting in storage, networking, replication, performance, and space.
• Proficient with Linux, Windows, VMware, LANs/WANs, and SANs.
• Excellent customer service and ability to manage multiple cases.

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 our FlashArray products and their interactions with diverse multi-platform environments (e.g., operating systems, networking, and storage area networks).
• Drive customer satisfaction by leading multi-participant customer calls, including hot escalations, and acting as a customer advocate by championing their issues internally with other teams like Engineering.
• Enhance our knowledge base by creating and updating internal and customer-facing FAQ and knowledge base articles to empower both customers and fellow team members.
• Mentor junior Support Engineers by sharing your expertise and guiding them on best practices for issue resolution and customer management.

Skills

3+ years experience

Technical support lead

Troubleshooting storage networking

Linux Windows VMware

Customer service

Tools

VMware

Linux

Windows

Job description

Everpure is seeking a Technical Support Engineer to join our 24x7 Support team in Raleigh, NC. You will analyze and resolve complex issues on FlashArray hardware and software, interfacing with engineering and other teams to ensure a premier customer experience.

You will own customer cases end-to-end, mentor junior engineers, and help expand our knowledge base with practical FAQs and articles. This role emphasizes strong communication and cross-functional collaboration in a fast-paced enterprise