TSE Singapore
Pure Storage, Inc
Asia Pacific
2d ago

BE PART OF BUILDING THE FUTURE.

Since our founding in 2009, Pure Storage has empowered innovators to build a better world with data. In less than eight years, Pure reached $1B in sales, faster than nearly every enterprise company in history, and our incredible growth continues to outpace the competition.

Our mission? Give technologists their time back by delivering a modern data experience that empowers organizations to run their operations as a true, automated, storage as-a-service model seamlessly across multiple clouds.

The secret sauce? More than 3,000 team members (and growing!) around the world who join forces to invent the next big thing.

And then the next one.

and as we continue to gobble up market share, we’re blazing trails and setting records :

  • For seven straight years, Pure has been named a leader in the Gartner Magic Quadrant (five years in the MQ for Solid-State Arrays, and two in the newly created MQ for Primary Storage).
  • Our customer-first culture and unwavering commitment to innovation have earned us a 2020 Medallia Net Promoter Score , certified by Owen CX, in the top 1% of B2B companies .
  • If you, like us, say bring it on to exciting challenges that change the world, we have endless opportunities where you can make your mark.

    Why Pure

    Pure Storage was founded with the ambitious goal of revolutionizing the computing infrastructure industry. Today we are building the data platform for the cloud era and we’ve accomplished the first step towards that goal by bringing to market the simplest and most reliable all-flash storage array in history.

    The full potential impact of our line of "Smart Storage" products is only beginning to be felt as customers discover the benefits and exciting applications that can be built on top of a Pure system.

    For three straight years, Gartner has named Pure a leader in the Magic Quadrant for Solid-State Arrays. According to IDC, Pure has become a Top 10 data storage vendors faster than any other company in history.

    We continue to take market share, while achieving record-setting customer satisfaction scores for the enterprise technology industry.

    For more information, check out our corporate fact sheet here.

    Topping the Bay Area’s Best Places to Work lists for 5 years running, we’ve built a team that has rich and diverse set of experiences and backgrounds.

    Puritans have a passion for innovation, creativity, customer success, transparency, teamwork and fun. We’re looking for talented people to join us on the journey.

    Our Support Engineering Team

    Pure's Tech Support organization is lead by Colin Mead with upwards of 200 employees across 4 locations in California, Utah, Ireland and Asia.

    All of the support teams are continuing to grow overall; Utah is our largest 24 / 7 Support center with over 130 team members.

    Tech Support is a key customer facing org that's recognized for providing excellent quality customer service. This team offers career advancement opportunities and they're a fun group who work hard to make Pure the best storage company!

    What You Will Be Doing

    Pure Storage has Support centers in Mountain View, CA, Lehi, UT, Dublin, Ireland & Singapore, Asia. We are looking for a senior Technical Support Engineer to join our 24x7 Support team.

    You will be part of the best Support team in the industry. Our culture focuses on 5 key values Persistence, Creativity, Teamwork, Ownership, and Customer First.

    You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our Flash Blade product.

    Our Support Engineers utilize their deep technical expertise to troubleshoot customer issues and resolve them. Successful Support Engineers will be able to build strong networks across different departments in the company.

  • Proactively seek to understand customer expectations
  • Answer and resolve support cases across all severity levels
  • Own and track customer issues using our ticket tracking system
  • Own all customer facing communications, ensuring the message is concise and professional
  • Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing
  • Develops junior support engineers through training, and coaching
  • Manage multiple projects / support cases simultaneously
  • Champion customer issues internally, and represent the company externally
  • Leads large multi participant customer calls, including hot escalations
  • Normally receives little instruction on day-to-day work, general instructions on new assignments
  • Weekend, holiday, and on call duties as required
  • What You Bring to the Team

  • Minimum 5 years of experience in customer-facing, technical support work
  • Subject Matter Expert in one or more technologies
  • 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
  • Experience in supporting both hardware, and software products
  • 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 storage area networks
  • 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, IPv6
  • Culture & Perks

    No Storage? No Problem.

    We look for talent and culture first, specific technologies second, so once you decide Pure is the right place for you, we will match you with the right project to start with.

    Plus, we like people to have the ability to do different things and be constantly learning, so we encourage our engineers to move around to different teams and project across the company.

    Pure creates opportunities for your development and career growth.

    At Pure we believe that each Puritan is a leader contributing to the success of our business, regardless of role. We offer an assortment of learning options available to all Puritans, including workshops on leadership, management, career development and more! We’re here to change the world and we hope you join us!

    Pure offers an unlimited vacation policy, free lunches, meditation rooms, and free yoga classes, to encourage all of our employees to maintain mind and body wellness.

    In addition, we support a diverse and inclusive environment through Pure Equality and our Employee Resource Groups. We also offer numerous volunteer opportunities for employees to give back not only to the Bay Area, but across the globe, through the Pure Good Foundation.

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