Senior Designated Services Engineer

Company Overview

BE PART OF BUILDING THE FUTURE.

What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse?

The answer is data, -- all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pure's vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. With 11,000+ customers including 58% of the Fortune 500, we've only scratched the surface of our ambitions.

Pure is blazing trails and setting records:

• For ten straight years, Gartner has named Pure a leader in the Magic Quadrant

• Our customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score that is the highest in the industry

• Industry analysts and press applaud Pure's leadership across these dimensions

• And, our 6,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go

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

Position Overview

SHOULD YOU ACCEPT THIS CHALLENGE...

DSEs provide a unique personalized support experience, tailored to the needs of designated customer accounts. DSEs exemplify the highest level of ownership by building strong customer relationships, gaining an intimate understanding of the customer environment, and developing solutions specific to the customer needs.

Responsibilities

• Proactively seek to understand customer expectations.

• Provide a personalized support experience with every customer interaction.

• Resolve, and provide guidance for support cases based on severity.

• Own and track customer issues using our ticket tracking system.

• Own all customer facing communications, ensuring the message is concise and professional.

• Involve the DSE team in technical challenges with customer support cases via escalation, and engineering tickets.

• Develops professional expertise, applies support troubleshooting procedures to resolve a variety of issues.

• Follow Special Handling Instructions specific to the customer needs.

• Develop an intimate understanding of the Pure product in the customer solution/environment.

• Manage multiple projects/support cases simultaneously.

• Champion customer issues internally, represent the company externally, and represent the DSE team in a customer facing role.

• Weekend, holiday, and on-call duties as required, flexible hours to accommodate designated customer needs.

Qualifications

WHAT YOU NEED TO BRING TO THIS ROLE

• Minimum five years of experience in customer-facing, technical support work.

• Must be able to work the following shift: Monday - Friday, 7:00am-4:00pm or 9:00am-6:00pm MT.

• Subject Matter Expert in one or more technologies.

• Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources.

• High level of Professionalism, ability to interact with executive and senior leadership.

• Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment.

• Experience in supporting both hardware, and software products.

• VMware and Oracle experience highly preferred.

• Ability to triage issues, and escalate them to appropriate engineering groups as necessary.

• Advanced to expert knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks.

• Knowledge, and ability to troubleshoot Fibre Channel, Ethernet, IP, iSCSI, SAN issues.

• Demonstration of subject matter expertise in one or more of the following: AIX, LINUX, VMware Virtualization, Windows, Hypervisors, Enterprise Servers (CPU, Chipset, and Memory), HBAs.

Pay Range

USD $91,000.00 - USD $138,000.00 /Yr.

Pay Transparency Statement

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.

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 purebenefits.com for more information.

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

BE YOU-CORPORATE 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.

Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply.

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 information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice.

DEEMED EXPORT LICENSE NOTICE.

Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.