Sr. Technical Services Engineer - FlashArray

Everpure Senior Technical Service Engineers work on the most complex, and challenging customer issues. This team is the last step in Support before an issue is passed to Escalation Engineering. This position is ideal for a support professional with strong interpersonal skills, and a desire to work in a fast-paced, high-performing, entrepreneurial culture. The ideal candidate must be willing to accept the unpredictable nature of daily work in a rapidly growing business.

Everpure has Support centres in Mountain View, CA, Lehi, UT, Dublin, Ireland, Prague, Czech Republic & Singapore, Asia. We are looking for a senior Technical Support Engineer to join our 24x7 Support team. You will be part of the best Support team in the industry. Our culture focuses on 5 key values – Persistence, Creativity, Teamwork, Ownership, and Customer First. You will work on problems of diverse scope where analysis will include hardware, software, and environmental factors within our FlashArray product. Our Support Engineers utilize their deep technical expertise to troubleshoot customer issues and resolve them. Successful Support Engineers will be able to build strong networks across different departments in the company.

Proactively seek to understand customer expectations

Answer and resolve support cases across all severity levels

Own and track customer issues using our ticket tracking system

Own all customer facing communications, ensuring the message is concise and professional

Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing

Develops junior support engineers through training, and coaching

Manage multiple projects/support cases simultaneously

Champion customer issues internally, and represent the company externally

Leads large multi participant customer calls, including hot escalations

Normally receives little instruction on day-to-day work, general instructions on new assignments

We are primarily an in-office environment and therefore, you will be expected to work from the Dun Laoghaire office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.

Minimum 3 years of experience in customer-facing, technical support work

Subject Matter Expert in one or more technologies

Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources

Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment

Experience in supporting both hardware, and software products

Ability to triage issues, and escalate them to appropriate engineering groups as necessary

Knowledge of technologies such as operating systems LINUX, Windows, VMware), LANs & WANs, and storage area networks and advantage

Knowledge, and ability to troubleshoot Networking, Replication, Performance and Space issues

Must be willing and able to work in an open office, team environment.

Resolve escalated service requests

Mentor and coach technical support engineers

Own communications for your issues, ensuring the message is concise and professional

This position may involve alternative work hours including nights, weekends, and company holidays

#LI-ONSITE

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 http://benefits.everpuredata.com/ for more information.

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.

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.