Escalation Engineer, Portworx

Were 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 workwork that changes the worldis what the tech industry was founded on. So if youre 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 weve 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 YOULL NEED TO BRING TO THIS ROLE...

Were 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.

• Bachelors degree in Computer Science (Masters 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 Pures 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 Fortunes Best Large Workplaces in the Bay Area Fortunes 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 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 if youre invited to an interview.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

Were forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isnt just accepted but embraced. Thats 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.