Designated Services Engineer (Shift: 7:00 AM to 4:00 PM Mountain Time)
Pure Storage · Lehi, Utah; Raleigh, North Carolina
About this role
**Designated Services Engineer (Shift: 7:00 AM to 4:00 PM Mountain Time)** **THE ROLE** As a Designated Support Engineer (DSE), you will be the technical anchor for strategic accounts, ensuring their mission-critical infrastructure thrives on the Everpure Platform. You'll bridge complex technical troubleshooting and relationship management, acting as a trusted advisor who transforms potential disruptions into seamless operations. **WHAT YOU'LL DO** • **Drive Account Health and Stability:** Act as primary technical point of contact for named accounts, proactively identifying system risks and providing tailored architectural guidance • **Orchestrate Complex Resolution:** Lead end-to-end troubleshooting of high-impact cases involving hardware, software, and environmental variables • **Champion the Customer Voice:** Represent customer needs in internal engineering reviews and lead high-stakes escalation calls • **Scale Collective Intelligence:** Mentor junior engineers and contribute high-quality technical documentation to the global Support knowledge base • **Manage Critical Escalations:** Own support ticket lifecycle from intake to resolution, maintaining accountability for KPIs **WHAT YOU BRING** • Minimum 3 years of professional enterprise-level technical support experience • Expertise in diagnosing complex issues in multi-platform environments (Linux, Windows, VMware, SAN) • Proficiency in Fibre Channel, Ethernet, IP, and iSCSI protocols • Strong understanding of enterprise server components and Hypervisors • Exceptional ability to translate technical concepts for executive leadership • Proven capability to manage multiple high-priority projects simultaneously • Flexibility to support weekend, holiday, or on-call rotations **LOCATION & COMPENSATION** On-site in Lehi office (unless on PTO, work travel, or approved leave) Salary: $82,000–$123,000 USD May be eligible for incentive pay and/or equity **WHAT WE OFFER** Innovation, growth opportunities, collaborative team environment, flexible time off, wellness resources, and company-sponsored events. Named Fortune's Best Workplaces in Technology™ and certified as a Great Place to Work®! **Equal Opportunity Employer** — We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or any other legally protected characteristic.
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