Portworx Designated Support Engineer

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Portworx, Designated Support Engineer
at **MEMBERS ONLY**SIGN UP NOW***.
Lehi, Utah
BE PART OF BUILDING THE FUTURE.
Since our founding in 2009, **MEMBERS ONLY**SIGN UP NOW***. 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? Give technologists their time back by delivering a modern data experience that empowers organizations to run their operations as a true, automated, storage as-a-service model seamlessly across multiple clouds.
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.
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
seven straight years, Pure has been named a leader in the Gartner Magic Quadrant
(five years in the MQ for Solid-State Arrays, and two in the newly created MQ
for Primary Storage).
Our customer-first culture and unwavering commitment to innovation have earned us a 2020 Medallia
Net Promoter Score
, certified by Owen CX,
in the top 1% of B2B companies
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...
DSEs provide a unique personalized support experience, tailored to the needs of designated customer accounts. DSEs exemplify the highest level of ownership by building strong customer relationships, gaining an intimate understanding of the customer environment, and developing solutions specific to the customer needs.
Proactively seek to understand customer expectations
Provide a personalized support experience with every customer interaction
Resolve, and provide guidance for support cases based on severity
Own and track customer issues using our ticket tracking system
Own all customer facing communications, ensuring the message is concise and professional
Involve the DSE team in technical challenges with customer support cases via escalation, and engineering tickets
Develops professional expertise, applies support troubleshooting procedures to resolve a variety of issues
Follow Special Handling Instructions specific to the customer needs
Develop an intimate understanding of the Pure product in the customer solution/environment
Manage multiple projects/support cases simultaneously
Champion customer issues internally, represent the company externally, and represent the DSE team in a customer facing role
Weekend, holiday, and on call duties as required, flexible hours to accommodate designated customer needs
WHAT YOU’LL NEED TO BRING TO THIS ROLE...
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
Ability to triage issues, and escalate them to appropriate engineering groups as necessary
Working knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area network
Knowledge, and ability to troubleshoot Fibre Channel, Ethernet, IP, iSCSI, SAN issues
Desire to take customer support to a new level, learn customer environments, and work closely with customers
MINIMUM QUALIFICATIONS (EDUCATION & EXPERIENCE)
Minimum three years of experience in customer-facing, technical support work
Experience in supporting both hardware, and software products
Prior experience as a Dedicated or Designated Support Engineer
Prior support experience at technology related company
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%. You don't have to meet all the job requirements. 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
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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.

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