Designated Services Engineer (Shift: Friday - Monday, 7:00 PM - 8:00 AM Mountain Time)
Pure Storage · Remote, Utah
About this role
**Everpure — Designated Services Engineer (Shift: Friday–Monday, 7:00 PM–8:00 AM MT)** **About the role** As a **Designated Support Engineer (DSE)**, you’ll be the technical anchor for Everpure’s most strategic accounts, ensuring mission-critical infrastructure thrives on the **Everpure Platform**. You’ll bridge complex technical troubleshooting with relationship management—turning potential disruptions into seamless operations—while partnering closely with Engineering and Account teams to drive customer success and product excellence. **What you’ll do** - **Drive Account Health and Stability:** Serve as the primary technical point of contact for named accounts; proactively identify system risks and provide tailored architectural guidance to support long-term uptime. - **Orchestrate Complex Resolution:** Lead end-to-end troubleshooting for high-impact cases involving hardware, software, and environmental variables; return services to normal quickly while maintaining clear, concise executive communications. - **Champion the Customer Voice:** Represent customer needs in internal engineering reviews and lead high-stakes “hot” escalation calls; translate technical challenges into actionable product improvements. - **Scale Collective Intelligence:** Mentor junior engineers through structured coaching and contribute high-quality technical documentation (FAQs/KBs) to the global Support knowledge base. - **Manage Critical Escalations:** Own the lifecycle of support tickets from intake to resolution; maintain accountability for KPIs including response times and customer satisfaction. **What you bring** - **Experience:** Minimum **3 years** in a professional enterprise-level technical support role. - **Technical Troubleshooting Mastery:** Expertise diagnosing and resolving complex issues in multi-platform environments, including **Linux, Windows, VMware**, and **Storage Area Networks (SAN)**. - **Advanced Networking & Infrastructure Savvy:** Troubleshooting **Fibre Channel, Ethernet, IP, and iSCSI**; strong understanding of enterprise server components (CPU, chipset, memory) and hypervisors. - **Consultative Communication:** Ability to translate technical details into business-impact language for executive leadership and build trust with technical stakeholders. - **Operational Agility:** Ability to manage multiple high-priority projects/cases simultaneously; flexibility to support weekend/holiday/on-call rotations as needed. **Remote** - **#LI-REMOTE** **Compensation (Base Salary Range)** - **$82,000 – $123,000 USD** - Salary ranges depend on role, level, and location. This role may be eligible for incentive pay and/or equity. **What you can expect from us** - **Innovation:** Think critically, embrace challenges, and be a trailblazer. - **Growth:** Support to grow and contribute to something meaningful (Fortune’s Best Workplaces in Technology™ and more). - **Team:** Collaboration and support with a focus on the greater good. **Perks & Benefits** Flexible time off, wellness resources, and company-sponsored team events. Learn more: http://benefits.everpuredata.com/ **Accommodations & Accessibility** Candidates with disabilities may request accommodations for the hiring process. Contact: **TA-Ops@purestorage.com** (if invited to an interview). **Equal Opportunity** Everpure is an equal opportunity employer and does not discriminate based on legally protected characteristics.
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