Director Escalation Engineering

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Director, Escalation Engineering
at **MEMBERS ONLY**SIGN UP NOW***.
Mountain View, CA
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? 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
and in 2019, Gartner named Pure a leader in the Magic Quadrant for Primary Storage.
Our customer-first culture and unwavering commitment to innovation have earned us a 2019 Medallia Net Promoter Score
, certified by Owen CX, in the top 1% of B2B companies
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.
RESPONSIBILITIES
Cross functional senior leader in **MEMBERS ONLY**SIGN UP NOW***. Global Technical Services.
The primary interface between Global Technical Services and the Development Engineering organization in the development, implementation, and maintenance of continuous product quality and serviceability improvement processes and workflows.
Responsible for functional excellence, process enhancements and ownership of and execution of strategic vision for the Technical Services Escalation Engineering team
Enhance the overall interactions between Pure support and engineering org with unified experience and engagement across all Pure products
Responsible for overall success of the global Escalation Engineering team
Coalesce product signals generated within support and raising appropriate visibility within engineering
Identify and prioritize critical product defects and product supportability enhancements
Identify upleveling and knowledge transfer opportunities for overall development of the team
Responsible for communicating major product defects within Pure and Pure Executives
Actively engaged on highly escalated issues with executive visibility
Identify key performance indicators for the functional business unit to be able to drive business decisions and initiatives
WHAT YOU’LL NEED TO BRING TO THIS ROLE...
Degree in Computer Science, Software Engineering or equivalent work experience
10 years experience in enterprise architecture principles, processes and tools
10 years experience in either hardware / software vendor or enterprise architecture disciplines
Broad and deep technical expertise in technologies such as: Operating Systems (Linux, AIX, Solaris, Windows), Hypervisors, SAN, data backup/recovery, databases, networking and proficiency in languages such as shell scripting, Python, C
Strong data analysis and visualization skills
Proven experience leading a team of highly skilled engineers
Ability to operate as an effective tactician as well as strategic team leader
Excellent written and oral communication and presentation skills
Ability to effectively interface with engineering staff, senior management and C-suite
Must be willing to travel 20% and work outside of normal business hours
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 w
e 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.
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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