Designated Support Engineer, Pure Storage
Flash Blade
Office located in Dun Laoghaire, Dublin
Data storage company
Be an early applicant
Data storage company
1001+ employees
Be an early applicant
Office located in Dun Laoghaire, Dublin
1001+ employees
Company mission
To redefine the storage experience and empower innovators by simplifying how people consume and interact with data.
Role
Who you are
- 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
- Advanced to expert knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and backup technologies
- Knowledge, and ability to troubleshoot Networking, Replication, Performance and Space issues
- Demonstration of subject matter expertise in one or more of the following: NFS, S3, SMB, LDAP, Active Directory
- Desire to take customer support to a new level, learn customer environments, and work closely with customers
- Must be willing and able to work in an open office, team environment
- 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
What the job involves
- Designated Support Engineers 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
Our take
Named one of the top 50 Hottest Edge Hardware, Software, and Services Companies of 2022, Pure Storage is a data storage company that helps tech and software businesses leverage the continuous innovations of AI and machine learning through its storage solutions. From Roblox to NASA, many of Pure Storage’s customers are leaders in their fields.
After seeing rapid revenue growth in the early 2010s despite overall losses, Pure Storage’s 2015 IPO benefitted the company over the next half-decade, spreading losses with public trade. The risk especially paid off when many companies migrated to cloud services in the 2020s.
As data centers flew into the crosshairs of sustainable energy efforts, Pure Storage has remained on the right side of publicity through its Evergreen // One portfolio, a flexible consumption-based storage model for providers. In January 2023, Pure Storage reported continued subscription growth for this model and should continue on track as its hefty and influential client list evolves to meet sustainability goals.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Apr 2014
$225m
SERIES F
Aug 2013
$150m
SERIES E
Total funding: $474.9m
Company HQ
Santa Clara, CA
Leadership
John Colgrove
(CTO)Previously EIR at Sutter Hill Ventures, Fellow at Symantec Software, and Engineer at Amdahl.
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