About the job
Join us in the rapidly evolving tech landscape as we revolutionize the data storage industry. At Pure Storage, you will be at the forefront of innovation, growing alongside a team of the brightest minds in the field.
Our mission is to create technology that transforms the world. If you're eager to embrace limitless possibilities and make a significant impact, we invite you to become part of our dynamic team.
THE ROLE
As a Technical Services Engineer (TSE), you will be an integral member of our 24/7 global support team, assisting customers with their vital workloads on Pure Storage systems. You will tackle a variety of challenges that intersect hardware, software, and customer environments, employing advanced technical troubleshooting skills and excellent communication to provide effective solutions.
Our culture is rooted in Persistence, Creativity, Teamwork, Ownership, and a Customer-First mentality. You will embody these values daily while collaborating closely with teams across Support, Engineering, and the field.
WHAT YOU'LL DO
- Manage and resolve support cases across multiple severity levels, including urgent incidents affecting customer production systems.
- Troubleshoot intricate environments encompassing storage, networking, operating systems, hypervisors, and applications, utilizing logs, traces, and remote access tools.
- Foster clear communication with customers: set expectations, outline action plans, and deliver concise, professional updates until resolution is achieved.
- Collaborate with internal teams (PSE, Engineering, Escalation Management, SEs, and field) to expedite the resolution of complex issues and prolonged escalations.
- Document insights in internal notes, JIRAs, knowledge bases, FAQs, and runbooks to enhance service continuity and improvement.
- Contribute to team growth by sharing expertise, providing training sessions, and informally mentoring junior engineers.
- Be part of shift, weekend, holiday, and on-call rotations as necessary to maintain our 24/7 global service.

