Escalation Engineer
Pure Storageabout 11 hours ago
Bengaluru, India
Senior / Staff+
H1B Sponsor
Responsibilities
- Offer technical expertise throughout all phases of the Portworx case management process.
- Provide initial code review and analysis of current issues.
- Resolve escalated service requests while maintaining high service engagement.
- Collaborate with customers and cross-functional teams to troubleshoot escalated cases.
- Act as the conduit between Technical Services and Engineering teams.
- Proactively identify and resolve systemic issues in the field.
- Mentor and coach Technical Service Engineers and cross-functional team members.
- Assume ownership of communications for assigned issues.
- Share and document knowledge through FAQ/KB articles.
- Manage multiple projects/support cases concurrently.
- Participate in a weekly on-call rotation.
- Thrive as a team player in fast-paced and startup environments.
Requirements
- Bachelor's degree in Computer Science or a minimum of 8+ years of experience in customer-facing technical support.
- 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.
Benefits
- Flexible time off and wellness resources.
- Company-sponsored team events.
- Opportunities for growth and innovation.
- Recognition as a Great Place to Work.
Tech Stack
AnsibleAWSAzureChefGoGoogle Cloud PlatformKubernetesPuppetRancherTerraform
Categories
BackendDevOps