Technical Services Engineer Representative

Profile

Technical Services Engineer Representative

at Pure Storage

Lehi, UT

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 9,000 customers including 50% of the Fortune 500, we’ve only scratched the surface of our ambitions

Pure is blazing trails and setting records:

For eight 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 4,000 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.....

A Technical Services Engineer Representative is an experienced Pure Technical Support Engineer who serves as a Point of Contact during business hours for day to day operational tasks, provides Pure Command Center Technical Service Engineers direction with their incoming daily workload and workflow and ensures the team is able to successfully schedule and execute software and hardware NDUs.

Daily Responsibilities:

Assist with managing day to day operational tasks such as;

Provide guidance and direction on standard process adherence.

Provide technical assistance and\or guidance and direction.

Manage and oversee case escalations as needed.

Assist in overseeing the upgrade calendar to ensure execution of commitments set.

Assist in routing cases to different teams\finding resources for other types of issues as needed.

Assist in balancing daily workload including schedule adjustments and managing lunches.

Monitor and Manage PCC Queue

General Responsibilities:

Supplement foundational training for new hires such as product and\or process as needed.

Provide 30/60/90 day reviews for all PCC new hires. (Continue beyond 90 days if requested by a manager.)

Initiate and\or Manage assigned Post Mortems.

Participate in the technical portion of interviews.

Participate in creation of new KB articles and review and updating of existing KB articles.

Participate in creation and\or maintenance of existing technical or process documents.

Seek and provide additional team training related to technical skillset or process\procedure as identified by the coach or requested of the manager.

Provide additional individual training on technical skillset or process\procedure as identified or requested of the manager.

Participate in taking weekly cases, 4 hours weekly.

Maintain personal technical knowledge and process skillset. (Mandatory Development Time)

Management of Mass Case Creation related projects.

Participate in on-going projects\initiatives as needed\assigned.

Any additional responsibilities as needed.

WHAT YOU BRING TO THE TEAM.............

Minimum of 2 years of experience in customer-facing, technical support work, preferably within PCC. (Exceptions will be considered.)

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

Proven ability to communicate effectively, process, procedure and\or challenges.

Proficiency in supporting both Pure Storage FlashArray\ FlashBlade hardware and software.

Proven success in triaging issues and escalating them to appropriate groups as necessary.

Knack for recommending improvements in process and participation solution delivery.

Ability to clearly write technical written documentation and\or process documents.

Knack for teaching and\or coaching on specific technical skillsets or processes.

Great attitude, ability to rally and motivate\inspire others!

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’S COMPLIANCE WITH THE U.S. GOVERNMENT COVID-19 MANDATE

In accordance with Pure’s policies, current and anticipated federal regulations, and our ongoing commitment to prioritizing the health and well-being of our employees, partners, and customers, and the community at large, where permitted by law, all Pure employees and contractors working in the United States are expected to be fully vaccinated against COVID-19 prior to your start date.

Should you require an exemption for medical or religious reasons, you must initiate Pure’s exemption request process which will determine if an exemption can be granted in accordance with applicable local, state, and/or federal law.

Company info

Pure Storage
Website : http://www.purestorage.com