Technical Services Engineer

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry. This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us. THE ROLE As a Technical Support Engineer (TSE) , you will be part of our 24x7 global support team, helping customers run their business-critical workloads on Pure. You will work on issues spanning hardware, software, and customer environments, combining deep technical troubleshooting with clear, calm communication. Our culture is built on Persistence, Creativity, Teamwork, Ownership, and Customer First . You will be expected to live these values every day while collaborating closely with peers across Support, Engineering, and the field. WHAT YOU'LL DO Own and resolve support cases across a range of severities, including high-urgency incidents impacting customer production environments. Troubleshoot complex environments involving storage, networking, operating systems, hypervisors, and applications, using logs, traces, and remote access tools. Drive clear customer communication : set expectations, share action plans, and provide concise, professional updates until the issue is fully resolved. Collaborate with internal teams (PSE, Engineering, Escalation Management, SEs, and field) to drive faster resolution of complex issues and long-running escalations. Document learnings in internal notes, JIRAs, KBs, FAQs, and runbooks so others can benefit from your work and we continually improve our service. Contribute to team development by sharing knowledge, delivering trainings/brown-bags, and informally mentoring less-experienced engineers. Participate in shift, weekend, holiday, and on-call rotations as needed for a 24x7 global service. WHAT YOU BRING Several years of experience in a customer-facing technical support , systems engineering, or systems administration role (enterprise or service provider). Proven track record of handling production incidents and escalations , working calmly and methodically under pressure. Solid understanding of enterprise storage concepts (SAN, Fibre Channel, Ethernet, IP, iSCSI) and how they integrate with hosts and applications. Proficiency with at least one major OS / platform (e.g., Linux, VMware, Windows, UNIX variants) and willingness to deepen expertise over time. Ability to read and interpret logs, correlate symptoms across layers, and build a clear troubleshooting narrative. Comfort using CLI/SSH and common tooling to diagnose performance, connectivity, and configuration issues. Excellent written and verbal English , able to explain complex technical topics in a clear, structured, and empathetic way to diverse audiences. Strong ownership mindset : you stay with the problem, coordinate stakeholders, and drive to closure rather than handing off. Ability to prioritize across multiple active cases, balancing SLAs, impact, and customer expectations. Collaborative, feedback-seeking approach; you are comfortable asking for help and equally comfortable helping others. Growth mindset: you actively look for opportunities to improve processes, tools, and documentation, not just fix the current ticket. Nice to have Experience with Everpure products or other enterprise storage platforms. Familiarity with virtualization platforms (e.g., VMware vSphere), databases, or major applications commonly running on enterprise storage. Exposure to SaaS support tooling (Salesforce, JIRA, knowledge bases, observability tools, etc.) #LI-ONSITE WHAT YOU CAN EXPECT FROM US: Innovation : We celebrate those who think critically, like a challenge, and aspire to be trailblazers. Growth : We give you the space and support to grow along with us and to contribute to something meaningful. We h ... (truncated, view full listing at source)