Designated Support Engineer - Flash Blade

SHOULD YOU ACCEPT THIS CHALLENGE...

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

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

• 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 QUALIFICATIONS (EDUCATION & EXPERIENCE)

• 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

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