Technical Services Engineer - Portworx with Security Clearance

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Job description

Technical Services Engineer, Portworx
at Pure Storage
California, Santa Clara, United States
BE PART OF BUILDING THE FUTURE. What do NASA and emerging space companies have in common with COVID vaccine R&D teams or with Roblox and the Metaverse? The answer is data, all fast moving, fast growing industries rely on data for a competitive edge in their industries. And the most advanced companies are realizing the full data advantage by partnering with Pure Storage. Pure's vision is to redefine the storage experience and empower innovators by simplifying how people consume and interact with data. With 11,000+ customers including 58% of the Fortune 500, we've only scratched the surface of our ambitions. Pure is blazing trails and setting records: For ten straight years, Gartner has named Pure a leader in the Magic Quadrant Our customer-first culture and unwavering commitment to innovation have earned us a certified Net Promoter Score in the top 1% of B2B companies globally
Industry analysts and press applaud Pure's leadership across these dimensions
And, our 5,000+ employees are emboldened to make Pure a faster, stronger, smarter company as we go 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. Pure Storage Acquired Portworx in October 2020, Creating the Industry's Most Complete Kubernetes Data Services Platform for Cloud Native Applications. This acquisition represents Pure's largest to date and our deeper expansion into the fast-growing market for multi-cloud data services to support Kubernetes and containers. Pure Storage is growing and we are looking for a Technical Support Engineers to join our 24x7 Support team. Let's start by telling you a little bit about Portworx Technical Services. We have Support centers in North America, Europe and Asia You will be part of the best Support team in the industry. How do we know that? Our customers and our NPS number tell us so! The Puritan culture focuses on 5 key values - Persistence, Creativity, Teamwork, Ownership, and Customer First. We hope you share the same values. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our Flash Array product. Our Support Engineers utilize their deep technical expertise to troubleshoot customer issues and resolve them. Successful Support Engineers will be able to build strong networks across different departments in the company. Sound like the kind of fun and fast paced role you're looking for? Then let us share a little bit about the qualities we're seeking in an ideal candidate. We're looking for someone who is analytical, driven, a solution seeker, and has a sense of ownership. Since we're a team-oriented group, we're hoping that you're a true team player too! SHOULD YOU ACCEPT THIS CHALLENGE Analyze, troubleshoot, and support large-scale customer deployments in public and private
clouds.
Providing technical expertise during all phases of the Portworx deployment for key customers.
Own and track customer issues using our ticket tracking system.
Answer and resolve support cases across all severity levels.
Work with customers and partners in understanding and troubleshooting their deployments,
application workflows and workloads through multiple layers of the software stack.
Work with the engineering team to analyze the logs, reproduce customer issues and develop
strategies to address customer issues.
Communicate proactively and clearly both internally and externally to enable highest levels of
customer success.
Participate in pre-sales calls, help with customer installation during POC and when in production Share and document knowledge via FAQ/KB articles, which can be internal or customer facing. WHAT YOU'LL NEED TO BRING TO THIS ROLE Bachelor's Degree in a technical field and/or related technical experience.
Minimum 2-4 years of experience in customer-facing, technical support work/SRE supporting public sector customers across the US Federal Government. Working knowledge of Kubernetes/Docker/Tanzu/Vmware container solutions (CKA is plus)
Working knowledge or experience of AWS, AZURE or other related cloud technologies.
Experience in working with one or more Devops tools like Ansible, Chef, Puppet, Terraform would
be a plus.
Proven ability to resolve customer problems, and escalations utilizing appropriate internal and
external resources.
Ability to triage issues, and escalate them to appropriate engineering groups as necessary.
Fluent in English with clear verbal and written communications skills.
Self-motivated, self-starter who is not afraid to roll up their sleeves and do the right thing to help
the customer succeed.
Must be willing and able to work in an open office, team environment.
Must be willing to work shifts and on-call rotations. You will be based in Santa Clara, CA. As this is an office-centric role, you are expected to be present in the office for 4 days a week. As outlined in Pure's Hybrid Work Policy, there will be variations over periods of time, depending on business need.
The annual base salary range is: $145,000 - $218,000. Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations. This role may be eligible for incentive pay and/or equity. 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 - check out for more information. There is no application deadline and we accept applications on an ongoing basis until the job is filled. 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%. Regardless of how you identify, 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 . APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE. If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice. 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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