Senior Escalation Engineer (Shift Saturday Tuesday from 900 am 700 pm MST)

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.

As a Senior Escalation Engineer on the Everpure FlashArray team you will champion customer success by resolving the industrys most complex technical challenges. You will serve as a critical bridge between our frontline support and Engineering ensuring high-stakes issues are resolved while driving product improvements. This role is a unique blend of deep technical troubleshooting cross-functional leadership and mentorship making you a key driver of our Customer First mission within the Everpure ecosystem.

WHAT YOULL DO

• Lead High-Stakes Resolutions: Resolve complex multi-dimensional technical escalations involving hardware software and environmental factors ensuring professional and concise communication during critical hot incidents.
• Bridge the Engineering Gap: Collaborate directly with Engineering teams to triage defects share field insights and ensure technical knowledge trickles down to the broader support organization.
• Cultivate Technical Excellence: Act as a Subject Matter Expert (SME) by creating internal and customer-facing technical documentation (FAQs/KBs) and delivering specialized training to mentor and grow the talent of the support team.
• Own the Customer Experience: Proactively manage multiple high-severity projects simultaneously representing Everpure externally while advocating for customer needs internally to influence product reliability.
• Drive Operational Readiness: Participate in on-call rotations including weekends and holidays as required to provide seamless global support for our mission-critical storage solutions.

• Experience: Minimum four years experience in a customer-facing or technical support role.
• Advanced Technical Troubleshooting: Expert-level ability to diagnose and resolve issues across complex multi-platform environments including deep knowledge of Operating Systems (Linux/Windows) Networking protocols (DNS TCP FC iSCSI) and Storage Area Networks (SAN/NAS).
• Domain Expertise: Specialized proficiency in Active Cluster and core technologies such as Performance asynchronous replication and Purity software with the ability to triage and escalate issues to Engineering with precision.
• Strategic Communication: Proven track record of leading large multi-participant customer calls and managing executive-level escalations with a focus on empathy clarity and technical authority.
• Collaborative Leadership: Demonstrated ability to build strong cross-departmental networks and a passion for teaching others transitioning complex technical concepts into actionable team knowledge.
• Bachelors Degree in lieu of experience.

In-Office Commitment: We are primarily an in-office environment and therefore you will be expected to work from the Utah office in compliance with Everpures policies unless you are on PTO 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 Fortunes Best Workplaces in Technology Fortunes 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 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.

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.