Technical Support Engineer Pure Command Center First Shift

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Technical Support Engineer, Pure Command Center (First Shift)
at **MEMBERS ONLY**SIGN UP NOW***.
Lehi, Utah
Shift: Monday - Friday: 6 AM - 3 PM
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.
As a Technical Services Specialist, you will combine plural operating system and version experience, and growth expertise (including: Linux, VMWare, Windows, Solaris, and AIX), with progressing knowledge of Enterprise Storage infrastructure (SAN, Fiber Channel, Ethernet, and iSCSI). Enterprise systems administration via GUI, CLIl, and SSH with an aptitude for technical customer advising, troubleshooting and analysis. You will work along with multiple teams performing both high quality scripted, and high complexity manual upgrades on Enterprise FlashArrays and FlashBlades. Troubleshooting internal problems using our Global Insight infrastructure and Cloud Insight, a **MEMBERS ONLY**SIGN UP NOW***. alerting mechanism. You will be responsible to ensure the Purity Environment for Pure products are running at an optimal state through a wide number of proactive and predictive alerts. You will use your independent learning and technical skills to identify and seek to resolve problems in separate areas of our products (including: space, performance, installation, hardware, and customer environment).
SHOULD YOU ACCEPT THIS CHALLENGE...
Purity Environment Upgrade (65% of work)
Proactively seek to understand customer expectations. Involves change controls, scheduling windows, compliance and activity to upgrade **MEMBERS ONLY**SIGN UP NOW***. systems within customer environments.
Maintain install base requirements with customers and their arrays. Apply best practices, and maintenance.
Upgrade customer arrays to 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
WHAT YOU’LL NEED TO BRING TO THIS ROLE...
Required Skills
Proven 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
Minimum Qualifications (Education & Experience)
Minimum one year of experience in customer-facing, technical support work or 3 years of enterprise support customer service
NOC (Network Operations Center) experience preferred
Experience in supporting both hardware and software products
2 years of Enterprise Support Experience
High School Diploma or equivalent
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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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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