Description

You will manage environment upgrades and technical support for Pure Storage systems and customer arrays.

Responsibilities

• Execute Pure Environment Upgrades by managing change controls, scheduling windows, and compliance requirements.
• Manage proactive support tickets through Global Insight and Cloud Insight platforms.
• Triage and own customer support cases using the ticket tracking system based on severity.
• Apply documented troubleshooting steps to resolve routine issues and escalate critical matters to Support Managers.
• Process RMA requests and maintain professional, consistent communication regarding case progress.

Required Skills

• 4+ years of experience in technical support or related roles.
• Proficiency with Salesforce case management and JIRA.
• Foundational knowledge of Linux command line and operating systems including Windows, Linux, OSX, and AIX.
• Understanding of block storage, filesystem storage, and storage technologies such as SAN, Fibre Channel, Ethernet, and iSCSI.
• Knowledge of networking fundamentals including IP, Ethernet, and LAN/WAN Layers 1-3.
• Experience using Google Suite, Slack, Zoom, and Webex for enterprise communication.
• Ability to follow enterprise execution protocols and change control basics.
• Strong technical troubleshooting methodologies and critical thinking skills.
• Availability for weekend, holiday, and on-call duties as required.

Preferred Skills

• Working knowledge of Solaris and VMware.
• Familiarity with Pure FUSE basics.

Key Skills

Education

Any Graduate