Customer Services Specialist (Shift: 3pm to 12am, Wed-Sun MST)

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 the first point of contact for our Technical Support team, the Customer Services Specialist will orchestrate the flow of inbound inquiries to ensure our global customers receive immediate, world-class assistance. You will bridge the gap between complex technical issues and rapid resolution by strategically routing requests and managing the lifecycle of support tickets. By collaborating closely with Support Engineers and Managers, you ensure that every Everpure customer feels heard and supported during critical moments.

WHAT YOU’LL DO

• Orchestrate Incident Flow: Direct all incoming support requests across phone, email, and the Everpure portal to the appropriate engineers, ensuring high-priority issues are addressed immediately to minimize customer downtime.
• Manage Lifecycle Communications: Drive customer satisfaction by providing proactive status updates on open tickets, ensuring transparency and setting clear expectations for resolution timelines.
• Monitor Service Health: Audit the support queue by severity and priority to ensure no case falls behind, escalating critical or aging issues to Support Leadership to maintain our stringent Service Level Agreements (SLAs).
• Drive Operational Intelligence: Perform targeted statistical analysis on recurring support trends to help the engineering team identify root causes and improve the long-term stability of the Everpure Platform.

WHAT YOU BRING

• Experience: A minimum of 1 year experience with phone call management, front-line IT or Support Experience
• Customer Advocacy & Communication: Proven ability to translate complex situations into clear, empathetic updates for customers and stakeholders while maintaining professional composure in high-pressure environments.
• Technical Troubleshooting: Proficiency in navigating modern support ecosystems, including case tracking systems, VoIP tools, and web-based collaboration applications to manage a high volume of digital requests.
• Operational Agility: Exceptional organizational skills with the ability to rapidly prioritize tasks and balance shifting resources against urgent customer needs.
• Collaborative Mindset: A track record of working effectively within a team-oriented environment to solve cross-functional problems and meet shared KPIs.
• Location: We are primarily an in-office environment and therefore, you will be expected to work from the Lehi office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.

#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 have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®!
• 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.

Everpure is proud to be an equal opportunity 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.

Join us and bring your best.

Bring your bold.

Pure and simple.