Escalation Engineer

**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.

**About Us**

Our ambitious goal of helping innovators build a better world with data started in 2009. Today, we are one of the fastest growing enterprise companies in history, exceeding $1B in revenue at the end of 2017.

The world is experiencing a technological revolution driven by AI, machine learning, virtual reality, quantum computing and self-driving cars - all of which require large amounts of data and put Pure's technology literally in the driver's seat. Our solutions deliver real-time, secure data to power critical production, DevOps, and modern analytics in multi-cloud environments. With a Satmetrix NPS score in the top 1% of B2B companies worldwide, our customer-first culture and commitment to innovation build a fast-growing company that employees, customers, partners, and investors love. For more information on our business, check out the corporate fact sheet here.

**Support Engineering Team at Pure**

Puritans come from various backgrounds and we thrive off challenging the norm. This cross pollination of backgrounds led to numerous ground-breaking ideas and has helped us build one of the most reliable and easy to use storage systems in the industry. We strive to hire the best and brightest people who excel in a cutting edge, fast paced, collaborative and transparent environment. We are seeking _enthusiastic individuals_ to solve real world problems while having fun along the way.

Pure's Customer Support organization is lead by Joe with upwards of 300+ employees across 4 Support locations in California, Utah, Ireland and Asia. All of our support teams are continuing to grow overall; Utah is our largest 24/7 Support center with over 200 team members. Customer Support is a key customer facing organization that is recognized for providing excellent quality customer service. This team offers career advancement opportunities and they are a fun group who work hard to make _Pure Storage, the best storage company_

**What You Bring to the Team**
- Minimum six years of experience in customer-facing, technical support work
- Subject Matter Expert in one or more technologies; NFS, S3, SMB, SQL, Linux, IPv4/6
- Prior working experience with AWS and Cloud architectures
- Prior experience as a Linux and Windows System Administrator is a plus
- Technical experience working with REST API based services
- Worked with VMware ESX (i) and Microsoft Hyper-V
- Advanced to expert knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks are a plus
- 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
- Detailed knowledge of networking protocols: DNS, HTTP, SSL, SMTP, TCP
- Knowledge, and ability to troubleshoot Networking, Replication, Performance and Space issues

**What You Will Be Doing**

We are looking for an Escalation Engineer to join our Flashblade 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 FlashBlade proprietary 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.
- Triages cases