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
The Director, Technical Services EMEA leads the regional service delivery organisation for Everpure’s Technical Service support with end‑to‑end accountability for outcomes across the EMEA region.
This role will be responsible for the EMEA Technical Support Teams for but not restricted to the Flasharray customer solutions and then there is potential to change to leading the Business Critical Support operation and Technical Account Manager roles, providing leadership on strategy, people, process and tooling. The director or senior manager turns high‑risk technical incidents and complex customer environments into consistent, predictable service delivery, partnering closely with Customer Advocacy, Escalations Engineering, Professional Services and Sales.
WHAT YOU'LL DO
Strategic leadership and governance
- Define and execute the EMEA Technical Services strategy in alignment with global CX and GTS goals
- Set and maintain regional operating standards for Support engagement, case ownership, escalation handling and change execution
- Own regional success metrics for service quality, including CSAT, SLA adherence, backlog health and escalation hygiene
- Represent EMEA Technical Services in global forums and QBRs, translating field reality into actionable priorities
People leadership and organisation
- Lead a team of managers and senior individual contributors across multiple EMEA locations
- Own workforce planning, headcount and skill mix for the EMEA TSE / DSE organisation, including hiring, onboarding and rotations
- Build progression paths, coaching programmes and certification plans that grow senior technical and leadership capability
- Foster a calm, fact‑driven culture that performs well under pressure and supports healthy work patterns in a 24x7 environment
Operational excellence
- Ensure consistent execution of Plan of Action (PoA) standards, handover quality and case documentation across the region
- Drive disciplined triage and escalation practices that are transparent, auditable and efficient
- Oversee hotlist and Sev1 handling in EMEA, including GEO handovers, resource assignment and executive communications
- Partner with WFM, logistics and Service Logistics to maintain site resilience, follow‑the‑sun coverage and scalable operations
Customer leadership
- Act as senior technical services leader for top strategic and Reserve accounts in EMEA, including banks, government, healthcare and critical infrastructure customers
- Participate in Executive Briefings, QBRs and incident reviews, clearly framing technical risk, options and recommendations
- Sponsor corrective action and remediation plans when service issues arise, ensuring clear owner, timeline and follow‑through
- Build trusted relationships with customer executives and partners based on honesty, predictability and strong delivery
Cross‑functional collaboration
- Work closely with Customer Advocacy on systemic issues, CAP accounts and Mass Remediation Programs that affect EMEA customers
- Partner with Escalations Engineering and Product to ensure systemic defects and design issues are understood, prioritised and communicated back into the field
- Collaborate with Professional Services, Education (PEAK) and Customer Success to align on readiness, enablement and service design for new offers
- Contribute to and adopt global standards for severity, case routing, JIRA usage and knowledge management
Tooling, process and continuous improvement
- Sponsor improvements to support tooling, telemetry and health checks that reduce time to triage and resolution
- Use data to identify patterns in incidents, missed SLAs and backlog, then drive focused improvement work with measurable outcomes
- Ensure DSE input is captured into KBs, runbooks and playbooks, and that these assets are kept current and usable
- Champion responsible use of AI and analytics within Technical Services to improve diagnosis, documentation and routing quality
- We are primarily an in-office environment and therefore, you will be expected to work from the {{OFFICE_LOCATION}} office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.
WHAT YOU BRING
Education and qualifications- Bachelor’s degree in Computer Science, Engineering, Information Systems or a closely related technical field, or equivalent practical experience
- Master’s degree (e.g. MSc in a technical discipline, or MBA with strong technical / services focus) is an advantage but not a requirement
- In lieu of a formal degree, 15+ years of directly relevant experience in enterprise technical services, including substantial time in senior leadership, will be considered
- Formal training and/or certification in IT service management (e.g. ITIL) strongly preferred
- Extensive experience in enterprise technical services, customer support, professional services or related roles in infrastructure, storage, cloud or similar domains
- Demonstrable experience in regional or global leadership roles managing senior technical teams that handle high‑severity incidents and complex enterprise customers
- Proven track record running 24x7 operations with measurable improvements in CSAT, SLA adherence and backlog health
- Demonstrated ability to lead under pressure in major incidents, including cross‑functional war rooms and executive‑level communications
- Strong background working with large financial, global high-tech, public sector or other business‑critical environments where downtime carries significant risk
- Hands‑on familiarity with modern enterprise infrastructure such as storage arrays, file and object workloads, virtualisation, networking and cloud services
- Clear, concise written and verbal communication skills, comfortable presenting to executives and technical audiences
- Strong analytical and data literacy skills, able to use dashboards and operational data to set priorities and track impact
- Experience building, coaching and retaining high‑performing technical teams across multiple sites and cultures
- Primary location Dun Laoghaire, Dublin, with full time in the office to support team and cross‑functional collaboration
- Willingness to travel within EMEA and occasionally globally for customer meetings, internal summits and leadership forums
- Participation in an on‑call or incident leadership rotation for major escalations as needed
#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 [email protected] 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.
Skills Required
- Bachelor's degree in Computer Science, Engineering, Information Systems or closely related field, or equivalent practical experience
- Master's degree (MSc or MBA with technical/services focus)
- Formal training and/or certification in IT service management (e.g., ITIL)
- Extensive experience in enterprise technical services, customer support, or professional services in infrastructure, storage, cloud or similar domains
- Demonstrable regional or global leadership managing senior technical teams handling high‑severity incidents and complex enterprise customers
- Proven track record running 24x7 operations with measurable improvements in CSAT, SLA adherence and backlog health
- Experience leading major incident response including cross‑functional war rooms and executive communications
- Hands‑on familiarity with enterprise infrastructure: storage arrays, file and object workloads, virtualization, networking and cloud services
- Strong written and verbal communication skills; comfortable presenting to executives and technical audiences
- Strong analytical and data literacy; experience using dashboards and operational data to set priorities and track impact
- Experience building, coaching and retaining high‑performing technical teams across multiple sites and cultures
- Willingness to travel within EMEA and occasionally globally for customer meetings and leadership forums
- Participation in an on‑call or incident leadership rotation for major escalations as needed
- Work full time from the Dun Laoghaire, Dublin office (primarily in‑office role)
Everpure Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Everpure and has not been reviewed or approved by Everpure.
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Equity Value & Accessibility — Equity and stock purchase programs are described as meaningful parts of total compensation, with RSUs and an ESPP highlighted as strengths.
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Strong & Reliable Incentives — Sales compensation is structured to support long sales cycles, including policies that pay full commission until the first sale for new or white‑space accounts.
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Healthcare Strength — Health coverage is portrayed as comprehensive, with multiple medical options, fully covered vision, dental PPO choices, mental‑health resources, and company HSA contributions.
Everpure Insights
What We Do
Pure Storage (NYSE:PSTG) helps innovators build a better world with data. Pure's data solutions enable SaaS companies, cloud service providers, and enterprise and public sector customers to deliver real-time, secure data to power their mission-critical production, DevOps, and modern analytics environments in a multi-cloud environment. One of the fastest growing enterprise IT companies in history, Pure Storage enables customers to quickly adopt next-generation technologies, including artificial intelligence and machine learning, to help maximize the value of their data for competitive advantage. And with a Satmetrix-certified NPS customer satisfaction score in the top one percent of B2B companies, Pure's ever-expanding list of customers are among the happiest in the world.
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