Designated Support Engineer, Portworx

SHOULD YOU ACCEPT THIS CHALLENGE...

Let’s start by telling you a little bit about Pure Storage Technical Services. We have 24x7 Support centers in North America, Asia and Europe. 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. 

As a Designated Services Engineer (DSE) at Portworx, you will provide specialized, high-touch support to strategic customers, ensuring they maximize the value of their Portworx deployments. Your key responsibilities include:

• Deep-Dive Troubleshooting and Analysis: Manage critical issues within large-scale, complex deployments across public and private clouds.
• Designated Customer Engagement: Serve as the primary support contact for designated accounts, offering proactive monitoring, problem-solving, and dedicated expertise.
• Incident Ownership: Triage, track, and resolve cases from identification to resolution in partnership with both the customer and internal teams.
• Direct Collaboration with Engineering: Work closely with escalation and engineering teams to analyze logs, reproduce issues, and guide timely resolutions.
• Customer Success Enablement: Develop relationships of trust and partner with customer teams during key deployment phases, proactively addressing potential issues and educating them on best practices.
• Documentation and Knowledge Sharing: Document case scenarios and solutions, contribute to FAQ/KB articles, and share best practices to improve customer self-service.
• Pre-Sales and Production Support: Participate in pre-sales calls to ensure smooth customer onboarding and offer guidance through POC, testing, and production stages.
• Continuous Improvement: Analyze recurring issues, identify areas for improvement, and advocate for solutions that enhance the Portworx platform's reliability and usability.
• Weekend, holiday, and on call duties as required

WHAT YOU’LL NEED TO BRING TO THIS ROLE...

• Bachelor’s Degree in a technical field or equivalent experience.
• Experience: Minimum 4 years of experience in customer-facing technical support, with experience in designated or specialized support for critical accounts, supporting public sector customers across the US Federal Government.
• Technical Expertise: Knowledge of Kubernetes, Docker, Tanzu and Openshift  Container Platform; a Certified Kubernetes Administrator (CKA) certification is a plus.
• Cloud Proficiency: Experience with AWS, Azure, or other cloud providers, with an understanding of deployment and maintenance.
• DevOps Tools: Familiarity with automation tools like Ansible, Chef, Puppet, or Terraform is an advantage.
• Problem-Solving Skills: Proven ability to handle escalations and leverage internal and external resources to resolve complex issues.
• Customer-Centric Communication: Strong verbal and written communication skills to interact effectively with customers and internal stakeholders.
• Self-Motivation: A proactive, solution-oriented approach with a willingness to go above and beyond to achieve customer success.
• Availability for On-Call Rotations: Must be flexible to work shifts and participate in on-call rotations to support high-priority accounts.

 

We are primarily an in-office environment and therefore, you will be expected to work from the RTP, NC office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.

The annual base salary range is: $115,000 - $173,000.

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 purebenefits.com for more information. 

There is no application deadline and we accept applications on an ongoing basis until the job is filled.

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