About the job
Pure Storage is hiring a Lead Technical Support Engineer in Prague, Czech Republic. This position blends technical troubleshooting with daily team leadership. The role centers on managing support operations, guiding engineers, and serving as the primary escalation point for complex incidents involving Kubernetes, Linux, and cloud infrastructure.
Team Leadership and Operations
- Oversee the daily support queue, prioritize tickets, and assign tasks based on team strengths to keep workloads balanced.
- Monitor service level agreements (SLAs) to ensure response and resolution targets are met, including during shift changes and across regions.
- Mentor junior engineers by providing technical guidance and reviewing scripts or configurations.
- Act as the main escalation contact for unresolved tickets or dissatisfied customers before issues are passed to Engineering.
- Identify workflow gaps, update support procedures, and maintain the knowledge base and runbooks.
Advanced Technical Troubleshooting
- Perform root-cause analysis using logs, traces, and dumps for platforms in VPC, private cloud, and on-premises data center environments.
- Resolve connectivity issues across firewalls, hybrid cloud setups, and Kubernetes clusters.
- Work closely with Engineering and DevOps to reproduce bugs, test hotfixes, and support product reliability improvements.

