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Technical Services Team Lead

2 weeks ago

Singapore Pure Storage Full time

**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.

**BE PART OF BUILDING THE FUTURE.**

Since our founding in 2009, Pure Storage has empowered innovators to build a better world with data. In less than eight years, Pure reached $1B in sales, faster than nearly every enterprise company in history, and our incredible growth continues to outpace the competition.

Our mission? Deliver a simple, evergreen data platform that enables everyone to turn data into intelligence and advantage. The secret sauce? More than 3,000 team members (and growing) around the world who join forces to invent the next big thing. And then the next one.

The world is experiencing a revolution driven by next-generation technology like AI, machine learning, virtual reality, quantum computing, and self-driving cars—all of which require unprecedented amounts of data. This sets the stage for Pure's technology to grow exponentially in the coming years.

**We've only scratched the surface of our ambitions**, and as we continue to gobble up market share, we're blazing trails and setting records:

- For five straight years, Gartner has named Pure** a leader in the Magic Quadrant for Solid-State Arrays**.
- Our customer-first culture and unwavering commitment to innovation have earned us a Satmetrix **Net Promoter Score in the top 1% of B2B companies globally**.
- Pure puts a **premium on the future**, investing 26% of revenue into R&D.

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...**

Pure Storage has Support centers in Mountain View, CA, Lehi, UT, Dublin, Ireland & Singapore, Asia. We are looking for a 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 Flash Array 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.
- 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 5 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
- Advanced to expert knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks
- Knowledge, and ability to troubleshoot Networking, Re