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Pure Storage

Senior Technical Services Engineer

Dublin, Ireland
R
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Description

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.

Pure Senior Services Engineer work on the most complex, and challenging customer issues. This team is the last step in Support before an issue is escalated to the EE.

This position is ideal for a support professional with strong interpersonal skills, and a desire to work in a fast-paced, high-performing, entrepreneurial culture. The ideal candidate must be willing to accept the unpredictable nature of daily work in a rapidly growing business.

 

SHOULD YOU ACCEPT THIS CHALLENGE...

Pure Storage has Support centres in Mountain View, CA, Lehi, UT, Dublin, Ireland, Prague, Czech Republic & Singapore, Asia. We are looking for a senior Technical Support Engineer to join our 24x7 Support team. You will be part of the best Support team in the industry. Our culture focuses on 5 key values – Persistence, Creativity, Teamwork, Ownership, and Customer First. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our FlashArray product. Our Support Engineers utilize their deep technical expertise to troubleshoot customer issues and resolve them. Successful Support Engineers will be able to build strong networks across different departments in the company.

WHAT YOU WILL BE DOING...

  • Proactively seek to understand customer expectations

  • Answer and resolve support cases across all severity levels

  • Own and track customer issues using our ticket tracking system

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

  • Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing

  • Develops junior support engineers through training, and coaching

  • Manage multiple projects/support cases simultaneously

  • Champion customer issues internally, and represent the company externally

  • Leads large multi participant customer calls, including hot escalations

  • Normally receives little instruction on day-to-day work, general instructions on new assignments

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

  • Minimum 3 years of experience in customer-facing, technical support work
  • Subject Matter Expert in one or more technologies
  • Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources
  • Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment
  • Experience in supporting both hardware, and software products
  • Ability to triage issues, and escalate them to appropriate engineering groups as necessary
  • Knowledge of technologies such as operating systems LINUX, Windows, VMware), LANs & WANs, and storage area networks and advantage
  • Knowledge, and ability to troubleshoot Networking, Replication, Performance and Space issues
  • Must be willing and able to work in an open office, team environment.
  • Resolve escalated service requests
  • Own and track customer issues using our ticket tracking system
  • Mentor and coach technical support engineers
  • Own communications for your issues, ensuring the message is concise and professional
  • Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing
  • Manage multiple projects/support cases simultaneously
  • Champion customer issues internally, and represent the company externally
  • Provide on-call support as required
  • This position may involve alternative work hours including nights, weekends, and company holidays
  • You will be based in Dublin, Ireland. As this is an office-centric role, you are expected to be present in the office for the majority of the week. As outlined in Pure's Hybrid Work Policy, there will be variations over periods of time, depending on business need.

 

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.

Pure Storage
Pure Storage
Cloud Computing Data Storage Enterprise Software

0 applies

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