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Escalation Engineer, Portworx

Bangalore, India

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.

SHOULD YOU ACCEPT THIS CHALLENGE...

At Portworx by Pure, our product enables stateful containers in production, and we've been recognized as a Gartner Cool Vendor. Our technology encompasses a distributed storage platform and integrated controls with container schedulers such as Kubernetes, Mesosphere, Rancher, Nomad, and Docker Swarm. Our diverse customer base ranges from Global 2000 enterprises to cloud-native startups, running workloads on-premises and in public clouds. 

This is a senior technical role within the Technical Services COE team. As a Portworx Escalation Engineer (EE), you will need to tackle the most intricate and challenging customer issues, serving as the final support tier before escalation to development. You will offer technical expertise and troubleshooting assistance to Technical Service Engineers (TSEs) to resolve our most complex cases. If an issue persists or requires a code fix, you will effectively engage and communicate with development resources to identify root cause and present findings to our TSEs and customers to ensure timely resolution with the highest quality of service. The primary aim of this role is to minimize escalations to the Development team, identify opportunities for improvement, and to prevent future escalations from occurring. 

This position is well-suited for a support professional with robust interpersonal skills, seeking a dynamic, high-performance, entrepreneurial work environment. The ideal candidate should embrace the unpredictable nature of daily work in a rapidly expanding business. 

  • Offer technical expertise throughout all phases of the Portworx case management process for issues encountered in the field.
  • Provide initial code review and analysis of current issues.
  • Resolve escalated service requests while maintaining a high level of service engagement, communication, and composure.
  • Collaborate with customers and cross functional team members to troubleshoot and resolve escalated cases.
  • Act as the conduit between Technical Services and Engineering teams.
  • Proactively identify and resolve systemic issues in the field.
  • Mentor and coach TSEs and cross functional team members.
  • Assume ownership of communications for assigned issues, ensuring clarity and professionalism.
  • Share and document knowledge through FAQ/KB articles, both internal and customer-facing.
  • Manage multiple projects/support cases concurrently.
  • Participate in a weekly on-call rotation.
  • Thrive as a team player in fast-paced and startup environments.

WHAT YOU’LL NEED TO BRING TO THIS ROLE...

We're looking for candidates with experience in supporting SaaS environments with a background in compute infrastructure, storage infrastructure, and container ecosystems, both on-premise and in the cloud. Technical expertise with one or more cloud providers (such as AWS, GCP, or Azure) is essential. Proficiency in Portworx, Kubernetes, Docker, Tanzu, VMware container solutions (CKA certification is required). Experience with one or more devops tools like Ansible, Chef, Puppet, Terraform is required. 

Your experience in a senior-level customer-facing role, providing various levels of technical guidance, will be pivotal. Furthermore, your ability to communicate effectively and work closely with our Product Development team for customer escalations will greatly contribute to the success of this role. You will be expected to resolve customer problems and escalations using appropriate resources. 

  • Bachelor's degree in Computer Science (Master's preferred) or a minimum of eight years of experience in customer-facing technical support work. 
  • Experience in supporting SaaS products, with working knowledge of Portworx. 
  • Demonstrated working experience supporting vSphere, Kubernetes, Containers, and Public Cloud platforms.
  • Strong written, verbal, and collaboration skills.
  • Strong understanding of GoLang.
  • Minimum of 2 years experience in supporting production applications either on premises or in a cloud environment

We are primarily an in-office environment and therefore, you will be expected to work from the Bangalore, India office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.

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WHAT YOU CAN EXPECT FROM US:

  • Pure Innovation: We celebrate those who think critically, like a challenge and aspire to be trailblazers.
  • Pure Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortune's Best Large Workplaces in the Bay Area™, Fortune's Best Workplaces for Millennials™ and certified as a Great Place to Work®!
  • Pure Team: We build each other up and set aside ego for the greater good.

And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources and company-sponsored team events. Check out purebenefits.com for more information.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@purestorage.com if you’re invited to an interview.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.
 
Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

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