Escalation Engineer
Job Description
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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 a Portworx® Escalation Engineer within our Technical Services team, you will serve as the primary technical authority bridging front-line support and core engineering to solve our most critical enterprise container storage challenges. You will collaborate directly with global enterprise customers, Technical Services Engineers, and Product Development teams to diagnose root causes and deliver high-impact resolutions. By tackling complex architectural edge cases across Kubernetes and multi-cloud environments, you will directly safeguard uptime for mission-critical production workloads while shaping product reliability and preventing future field escalations.
WHAT YOU'LL DO
- Own High-Severity Technical Escalations: Serve as the final escalation tier prior to core engineering, conducting deep troubleshooting and initial code reviews in GoLang to resolve complex container storage incidents and maximize customer uptime.
- Bridge Technical Services & Engineering: Collaborate directly with Product Development teams to identify root causes, submit bug fixes, and ensure permanent product resolutions that minimize repeat escalations across the Everpure Platform.
- Elevate Support Organization Capabilities: Coach and mentor Technical Services Engineers through paired troubleshooting and knowledge creation, publishing high-value KB articles and FAQs that reduce mean-time-to-resolution (MTTR) across the team.
- Drive Systemic Product Stability: Proactively analyze telemetry and field trends to identify systemic vulnerabilities, translating real-world operational insights into actionable feedback for product and engineering teams.
WHAT YOU BRING
- Experience: 8 years of customer-facing technical support experience.
- Container Ecosystem & Infrastructure Expertise: Deep technical mastery in supporting Kubernetes / Container orchestration platforms (Kubernetes, Docker, Tanzu) along with CKA-level expertise across cloud providers (AWS, GCP, Azure) and distributed storage architectures.
- Code Analysis & Automation Proficiency: Strong ability to perform code-level troubleshooting in GoLang and utilize DevOps automation tooling (such as Terraform, Ansible, Chef, or Puppet) to diagnose complex system behaviors.
- Incident Leadership & Communication: Exceptional customer-facing communication skills with a proven ability to manage high-stakes crisis situations, maintaining composure while navigating multi-party technical discussions.
- Operational Adaptability: Resourcefulness in managing multiple high-priority investigations concurrently in a dynamic environment, including participation in an on-call rotation.
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.
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Purestorage
View Company ProfilePure Storage is a leading provider of innovative, high-performance data storage solutions. Founded in 2009, the company has rapidly grown to become one of the most successful and respected players in the storage industry. Pure Storage's flagship product, FlashArray, is a flash-based storage system designed to deliver high-speed, low-latency, and highly reliable data access. The company's solutions are designed to support a wide range of applications, from virtualized and cloud infrastructures to databases, analytics, and machine learning workloads. With its focus on simplicity, flexibility, and scalability, Pure Storage has become a trusted partner for organizations seeking to modernize their data infrastructure and accelerate their digital transformation journey.
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