Manager On Duty, Technical Support
BE PART OF BUILDING THE FUTURE.
Since our founding in 2009, Pure Storage has empowered innovators to build a better world with data. In less than eight years, Pure reached $1B in sales, faster than nearly every enterprise company in history, and our incredible growth continues to outpace the competition.
Our mission? Give technologists their time back by delivering a modern data experience that empowers organizations to run their operations as a true, automated, storage as-a-service model seamlessly across multiple clouds.
The secret sauce? More than 3,000 team members (and growing!) around the world who join forces to invent the next big thing. And then the next one.
We’ve only scratched the surface of our ambitions, and as we continue to gobble up market share, we’re blazing trails and setting records:
- For seven straight years, Pure has been named a leader in the Gartner Magic Quadrant (five years in the MQ for Solid-State Arrays, and two in the newly created MQ for Primary Storage).
- Our customer-first culture and unwavering commitment to innovation have earned us a 2020 Medallia Net Promoter Score, certified by Owen CX, in the top 1% of B2B companies.
If you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark.
Our Support Engineering Team
Pure's Tech Support organization is led by Colin Mead, with upwards of 200 employees across multiple locations in California, Utah, Ireland, Singapore and Japan. All of the support teams are continuing to grow overall; Utah is our largest center providing 24/7 Support with over 130 team members.
Tech Support is a key customer-facing org that's recognized for providing excellent quality customer service. This team offers career advancement opportunities and they're a fun group who work hard to make Pure the best storage company!
What You Will Be Doing
We are looking for a Manager On Duty to join our Global Technical Support team. You will be part one of the best Support teams in the industry. Our CX culture focuses on 5 key values – Customer First, Teamwork, Ownership, Creativity, and Persistence. You will be the primary point of escalation, and the position will be a cross-functional role, serving as a bridge between the customer, sales, and our customer support organization, in order to ensure that customer and account team escalations are promptly attended to during your shift.
As such, you will be:
- A primary point of contact for customer and account team escalations during your shift
- Responsible for initial triage of resources, and ensuring prompt response to escalations
- The ambassador of continuous improvement within the support organization
- Tasked with identifying areas of improvement and escalation trends that you will then present to support leadership to action
- Working with a team of Managers On Duty (MOD’s) to identify and track critical escalations which may require continuous engagement spanning multiple time zones outside of your shift
- Responsible for following through on commitments resulting from escalation requests, including follow up meetings, and root cause analysis completion / delivery
- Closely working with the CX Technical Support Escalation Management team to raise critical issues with cross-functional teams
WHAT YOU’LL NEED TO BRING TO THIS ROLE...
- Minimum of 5 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
- Customer-focused, understanding the customer requirements and delivering on commitments while working with backend resources such as SDM, ENG, TSE, EE, GSAM, AE, SE, Sales Leadership.
- Strong sense of urgency and availability in order to manage crisis situations
- Ability to work effectively in high-stress situations and engage with major accounts at all levels
- Strong written and verbal communication skills and the ability to influence others
- Demonstrated ability to effectively manage projects and communicate with major accounts at all levels
- Passionate, customer-focused problem solver with the ability to think outside the box to resolve issues
- Must have flexibility regarding weekly work schedule.
Domain Knowledge
- Specific technical and business problem knowledge in one or more of the following areas is a huge plus:
- Networking
- Virtualization
- Storage applications
- Enterprise operating systems
- Vendor ecosystem knowledge
- ITIL frameworks
- Smartsheet
- File storage
- Block storage
- Container technologies
- Bash or Python scripting
Certifications
- The following certifications are a plus
- ITIL
- Technology specific certs (VCP, CCNA, DCA, MCSE, LPIC, etc)
- Smartsheet Product Certification
BE YOU—CORPORATE CLONES NEED NOT APPLY.
Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.
Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.
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.
PURE IS COMMITTED TO EQUALITY.
Research shows that in order to apply for a job women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. You don't have to meet all the job requirements. If you believe you can do the job and are a good match, we encourage you to apply.
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.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
APPLICANT & CANDIDATE PERSONAL INFORMATION PRIVACY NOTICE.
If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice.
DEEMED EXPORT LICENSE NOTICE.
Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.