Designated Support Engineer, Portworx

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 in the top 1% of B2B companies globally
• Industry analysts and press applaud Pure’s leadership across these dimensions
• And, our 5,000+ 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.

SHOULD YOU ACCEPT THIS CHALLENGE...

Let’s start by telling you a little bit about Pure Storage Technical Services. We have 24x7 Support centers in North America, Asia and Europe. You will be part of the best Support team in the industry. How do we know that? Our customers and our NPS number tell us so! The Puritan culture focuses on 5 key values – Persistence, Creativity, Teamwork, Ownership, and Customer First. We hope you share the same values.

As a Designated Services Engineer (DSE) at Portworx, you will provide specialized, high-touch support to strategic customers, ensuring they maximize the value of their Portworx deployments. Your key responsibilities include:

• Deep-Dive Troubleshooting and Analysis: Manage critical issues within large-scale, complex deployments across public and private clouds.
• Designated Customer Engagement: Serve as the primary support contact for designated accounts, offering proactive monitoring, problem-solving, and dedicated expertise.
• Incident Ownership: Triage, track, and resolve cases from identification to resolution in partnership with both the customer and internal teams.
• Direct Collaboration with Engineering: Work closely with escalation and engineering teams to analyze logs, reproduce issues, and guide timely resolutions.
• Customer Success Enablement: Develop relationships of trust and partner with customer teams during key deployment phases, proactively addressing potential issues and educating them on best practices.
• Documentation and Knowledge Sharing: Document case scenarios and solutions, contribute to FAQ/KB articles, and share best practices to improve customer self-service.
• Pre-Sales and Production Support: Participate in pre-sales calls to ensure smooth customer onboarding and offer guidance through POC, testing, and production stages.
• Continuous Improvement: Analyze recurring issues, identify areas for improvement, and advocate for solutions that enhance the Portworx platform's reliability and usability.
• Weekend, holiday, and on call duties as required

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

• Bachelor’s Degree in a technical field or equivalent experience.
• Experience: Minimum 4 years of experience in customer-facing technical support, with experience in designated or specialized support for critical accounts, supporting public sector customers across the US Federal Government.
• Technical Expertise: Knowledge of Kubernetes, Docker, Tanzu and Openshift Container Platform; a Certified Kubernetes Administrator (CKA) certification is a plus.
• Cloud Proficiency: Experience with AWS, Azure, or other cloud providers, with an understanding of deployment and maintenance.
• DevOps Tools: Familiarity with automation tools like Ansible, Chef, Puppet, or Terraform is an advantage.
• Problem-Solving Skills: Proven ability to handle escalations and leverage internal and external resources to resolve complex issues.
• Customer-Centric Communication: Strong verbal and written communication skills to interact effectively with customers and internal stakeholders.
• Self-Motivation: A proactive, solution-oriented approach with a willingness to go above and beyond to achieve customer success.

• Availability for On-Call Rotations: Must be flexible to work shifts and participate in on-call rotations to support high-priority accounts.

• We are primarily an in-office environment and therefore, you will be expected to work from the RTP, NC office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.

The annual base salary range is: $115,000 - $173,000.

*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.

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#LI-HYBRID, #LI-ONSITE

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 [email protected].

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.