About the job
Join us in the exhilarating realm of technology as we fundamentally transform the data storage landscape. At Pure Storage, we encourage innovative thinking, foster personal growth, and collaborate with the brightest minds in the industry.
Be part of groundbreaking work that makes a real difference in the world. If you are eager to explore limitless possibilities and make your mark, we invite you to apply.
THE ROLE
As a member of the Portworx by Pure Storage team, recognized as a Gartner Cool Vendor, you will be instrumental in enabling stateful containers in production. Our technology integrates a distributed storage platform with container schedulers like Kubernetes, Mesosphere, Rancher, Nomad, and Docker Swarm, catering to a diverse client base from Global 2000 companies to innovative cloud-native startups operating across both on-premises and public cloud environments.
WHAT YOU'LL DO
This senior technical position within the Technical Services COE team requires you to tackle the most complex customer challenges, acting as the final support tier before escalation to the development team. You will provide technical expertise and troubleshooting support to Technical Service Engineers (TSEs) in resolving intricate cases. In instances where issues persist or necessitate code fixes, you will effectively liaise with development resources to identify root causes and present your findings to TSEs and customers to ensure prompt and high-quality resolutions. Your primary objective will be to minimize escalations to the Development team while identifying opportunities for improvement to prevent future escalations.
This role is perfect for a support professional with excellent interpersonal skills who thrives in a dynamic, high-performance, and entrepreneurial environment. We seek someone who embraces the unpredictable nature of daily tasks in a rapidly expanding business.
- Provide technical expertise across all phases of the Portworx case management process for field issues.
- Conduct initial code reviews and analysis of current issues.
- Resolve escalated service requests while ensuring high levels of service engagement, communication, and composure.
- Collaborate with customers and cross-functional teams to troubleshoot and resolve escalated issues.
- Act as the intermediary between Technical Services and Engineering teams.
- Proactively identify and address systemic issues in the field.
- Mentor and coach TSEs and cross-functional team members.
