Escalation Engineer

2 weeks ago

Singapore PURE STORAGE SINGAPORE PTE. LIMITED Full time

Pure Storage has Support centers in Mountain View, CA, Lehi, UT, and Dublin, Ireland and Asia Pacific. Pure Escalation Engineers (EE) work on the most complex, and challenging customer issues. This team is the last step in Support before an issue is escalated to Development. The EE is responsible for reviewing tickets, and advising the technical support engineers on further steps for resolution. If necessary, the EE will take over the ticket, and work directly with the customer. If the issue is still not resolved, or has been isolated as needing a code fix, the issue is further escalated to Development. The goal of this position is to minimize the number of tickets which are escalated to Development.
- Proactively seek to understand customer expectations
- 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

**What You Bring To The Team**
- Minimum five years of experience in customer facing technical support work covering the region.
- Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources
- Strong technical troubleshooting, and fault isolation skills in a multi-platform-system-vendor environment
- Experience in supporting both hardware, and software products
- Ability to triage issues, and effectively escalate them to appropriate engineering groups as necessary
- Knowledge of various operating systems such as VMware, Solaris, LINUX, and Windows with an emphasis on OS tuning for SAN
- Understanding of networking including Fibre Channel, IP, iSCSI
- Development background a plus
- Prior support experience at storage related company is desired

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