Technical Services Engineer Representative

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...** Pure Storage has Support centers in Mountain View, CA, Lehi, UT, Singapore, and Dublin, Ireland. We are looking for a Technical Support Engineer (TSE) - Pure Command Center to join our 24x7 Support team as a Technical Support Engineer. 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. 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. As part of the global Technical Services organization, this position reports to the Technical Support Manager in APJ. Responsible for ensuring that Purity environment are running at an optimal state through a wide number of proactive and predictive alerts and performing periodic installation and non-disruptive upgrade exercise. - **Responsibilities** - Purity Environment Upgrade (65% of work) Proactively seek to understand customer expectations. - Involves change controls, scheduling windows, compliance and activity to upgrade Pure Storage systems within customer environments. Maintain install base requirements with customers and their arrays. - Upgrade customer arrays to the latest software version. - Global Insight and/or Cloud Insight support tickets (proactive tickets) (30% of work) - Ensure RMA requests are processed promptly and accurately Triage support cases based on severity level - Own and track customer issues using our ticket tracking system - Communication - part of upgrade and maintenance (proactive tickets) - Maintain communications with customers on the progress of their cases. - All communication should be professional, complete, well-formatted, and consistent with prior communications. - Applies documented troubleshooting steps to resolve routine issues. - Notify a Support Manager of critical customer issues. - CSS Overflow (5% of work) - Engaging customers via live phone calls, and connecting with the best resource. - Weekend, holiday, and on call duties as required **Technical Skills and Competencies** - Aspect Phone System Use - Salesforce Case management - Case communication best practices - JIRA Basics - SLACK communication practices - Enterprise Communication Soft Skills Basics - Enterprise Execution Protocol and Change Control Basics - Linux Command Line Basics - Google Suite Use and Best Practices - Zoom and Webex use and best practices - Escalation process basics Basic Troubleshooting methodologies - Pure FUSE Basics - Operating System Basics (Windows, Linux, OSX, AIX) - Block storage basics - Filesystem storage basics - Basic Networking - IP, Ethernet, Fibre Channel - Time Management BasicsProven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources available to TSEs. - Proven critical thinking skills - Proven technical troubleshooting skills - Beginning knowledge of technologies such as storage (SAN, Fiber Channel, Ethernet, ISCSI), and working knowledge of operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs Layers 1-3. - Desire to learn advanced levels of SAN, Fibre Channel, Ethernet, and iSCSI technologies **APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.** **DEEMED EXPORT LICENSE NOTICE.** **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 c