Pure Storage

Compensation

Full Description

Job Description: • 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. Requirements: • A minimum of 3 years of experience in a professional enterprise level technical support role • Proven experience in a technical support role where you have owned and resolved complex customer issues in a multi-platform enterprise environment. • Deep technical troubleshooting skills in a professional enterprise setting, with the ability to analyze and diagnose issues related to storage, networking, replication, performance, and space. • Working knowledge of a range of technologies, including operating systems (such as LINUX, Windows, VMware), LANs & WANs, and Storage Area Networks. • Exceptional customer service skills with the ability to manage multiple projects and support cases simultaneously while maintaining a calm, professional demeanor. Benefits: • flexible time off • wellness resources • company-sponsored team events