Director, Technical Support

Pure Storage Mountain View , CA 94035

Posted 3 months ago

BE PART OF BUILDING THE FUTURE.

Pure Storage is empowering innovators to build a better world with data. In less than eight years, Pure has reached more than $1B in sales, faster than nearly any enterprise company in history. Not only that, our incredible growth continues to outpace the competition.

Our mission is to deliver a simple, evergreen data platform that enables everyone to turn data into intelligence, and intelligence into an advantage. Our secret sauce is our people! More than 3,000 team members (and growing!) around the world join forces every day to invent the next big thing. And then the next one...

The world is experiencing a revolution driven by next-generation technology. AI, machine learning, virtual reality, quantum computing, and self-driving cars all require blazingly fast access to enormous amounts of data. This is where Pure Storage thrives!

Our ambition is exceeded only by our ability. As we continue to gobble up market share, we're blazing trails and setting records:

  • For five straight years, Gartner has named Pure a leader in the Magic Quadrant for Solid-State Arrays.

  • Our customer-first culture and unwavering commitment to innovation have earned us a Satmetrix Net Promoter Score in the top 1% of B2B companies globally.

  • Pure puts a premium on the future, investing 26% of revenue into R&D.

If you, like us, say "bring it on" to challenges that change the world, we have endless opportunities for you to make your mark.

SHOULD YOU ACCEPT THIS CHALLENGE...

Pure Global Support, based in Lehi Utah, needs a Director of Support!

Bring your vision for legendary service delivery, your drive to do things better than anyone else, and help us set a new standard in Enterprise Technical Support.

  • With other leaders, set the strategic direction of service delivery at Pure.

  • Engage your wonder-director powers to facilitate the development and success of everyone around you.

  • Collaborate as no one has ever collaborated before to forge the tightest team of leaders in the industry.

  • Coordinate with Operations to create and monitor department budget(s), ensuring cost containment and appropriate expense management.

  • Evaluate, plan, promote, and execute long-term solutions to current and previous issues to ensure productive resolutions and high customer satisfaction is achieved.

  • Create and maintain a "dashboard" measuring critical areas in each of the departments. Monitor statistics and coach management teams where necessary to ensure timely, quality service is offered to all customers. Recommend necessary changes based on constant and in-depth analysis of these reports.

  • Prepare extensive reporting to management on a weekly and monthly basis informing of statistics, progress on goals, issues/concerns, and any other pertinent information.

  • Develop and maintain policies, procedures, and specifications to assure that HSPS goals and objectives are achieved

  • Facilitate team member engagement by clearly communicating the company's vision, mission, and strategic objectives

  • Educate team members on major changes in the market as well as important issues affecting the business in order to facilitate innovation and effective problem solving

  • Stay abreast of and educate executives and other senior-level stakeholders on major changes in services technologies and methodologies that will drive longer-term strategic direction for the organization

WHAT YOU'LL NEED TO BRING TO THIS ROLE...

  • At least 10 years managing high-performance teams.

  • Excellent management skills and ability to influence teams and divisions to achieve company support goals.

  • Expert decision-making ability.

  • Outstanding customer communication skills.

  • Experience managing enterprise support organizations and developing managers to achieve company targets.

  • Outstanding written communication skills and the ability to resolve disputes effectively.

  • Ability to partner with cross-functional teams (Sales, HR, Engineering) on projects and deliverables.

  • Experience in the data storage industry is a plus.

  • Experience managing technical teams.

  • Knowledge of IT industry specifically networking, cloud, data storage or virtualization.

BE YOUCORPORATE CLONES NEED NOT APPLY.

Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.

Through our Pure Equality program, which supports a flourishing field of employee resource

groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.

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.

PURE IS COMMITTED TO EQUALITY.

Pure is proud to be an equal opportunity and affirmative action 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. If you need assistance or an accommodation due to a disability, you may contact us at TA-Ops@purestorage.com.

APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.

If you're wondering how or why Pure collects or uses the information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice.


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Director, Technical Support

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