Cloud Native Escalation Engineer
Pure Storage21 hours ago
Bengaluru, IndiaSenior
Responsibilities
- Provide technical expertise throughout the Portworx case management process.
- Perform initial code review and analysis and resolve complex escalated service requests.
- Troubleshoot issues with customers, Technical Service Engineers, and cross-functional teams.
- Serve as the conduit between Technical Services and Engineering and communicate root-cause findings.
- Identify and resolve systemic field issues and prevent future escalations.
- Mentor and coach Technical Service Engineers and cross-functional team members.
- Own communications for assigned issues and document knowledge in internal and customer-facing FAQ and knowledge-base articles.
- Manage multiple projects and support cases concurrently.
- Participate in a weekly on-call rotation.
Requirements
- Experience supporting SaaS environments and compute infrastructure, storage infrastructure, and container ecosystems in on-premises and cloud environments.
- Technical expertise with one or more of AWS, GCP, or Azure.
- Proficiency with Portworx, Kubernetes, Docker, Tanzu, and VMware container solutions.
- CKA certification is required.
- Experience with one or more of Ansible, Chef, Puppet, or Terraform is required.
- Senior-level customer-facing technical support experience and the ability to collaborate with Product Development on escalations.
- Bachelor's degree in Computer Science or a minimum of eight years of customer-facing technical support experience.
- Experience supporting SaaS products, with working knowledge of Portworx.
- Experience supporting vSphere, Kubernetes, containers, and public cloud platforms.
- Strong understanding of GoLang.
- Minimum of ten years supporting production applications on premises or in a cloud environment.
- Strong written, verbal, interpersonal, and collaboration skills.
Benefits
- Primarily onsite work from the Bangalore office, subject to company policies and approved leave or travel.
- Flexible time off, wellness resources, and company-sponsored team events.
- Opportunities for growth, development, and participation in an inclusive team environment.
Tech Stack
Categories
Solutions Engineering
About Pure Storage
Pure Storage builds all-flash data storage systems and software for enterprises, including FlashArray and FlashBlade, and offers storage delivered as-a-service for on‑prem and cloud workloads. Its subscription model (Evergreen/Pure as‑a‑Service) supports databases, virtualization, analytics, and AI. Founded in 2009 and headquartered in Santa Clara, California, Pure is a public company listed on the NYSE (PSTG).