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Technical Services Engineer

SHOULD YOU ACCEPT THIS CHALLENGE...

Pure Storage has Support centers in Mountain View, CA, Lehi, UT, Dublin, Ireland & Singapore, Asia. We are looking for a 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 Flash Array 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 based on severity level.

Own and track customer issues using our ticket tracking system

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

Involve the team in technical challenges with customer support cases via escalation, and engineering tickets.

Develops professional expertise, applies support troubleshooting procedures to resolve a variety of issues.

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

Manage multiple projects/support cases simultaneously.

Champion customer issues internally, and represent the company externally.

Build productive internal, and external working relationships.

Weekend, holiday, and on-call duties as required.

WHAT YOU’LL NEED TO BRING TO THIS ROLE...

Minimum 5 years of experience in customer-facing, technical support work

Minimum of 3+ years experience with phone call management or front-line IT support

Focus on the customer experience

Ability to troubleshoot issues with common applications such as Microsoft Office, web browsers, chat applications, and VoIP calls

Excellent people and communication skills both written and verbal

Great memory skills and ability to multitask, or serialize tasks very rapidly

Very good organizational skills Able to maintain composure in stressful situations

Proactively seek to understand customer expectations

Answer and resolve support cases based on the severity level

Own and track customer issues using our ticket tracking system

Own all customer-facing communications, ensuring the message is concise and professional Involve the team in technical challenges with customer support cases via escalation, and engineering tickets

Develops professional expertise, applies support troubleshooting procedures to resolve a variety of issues

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

Manage multiple projects/support cases simultaneously

Champion customer issues internally, and represent the company externally

Build productive internal, and external working relationships

Weekend, holiday, and on all duties as required

Job Type
Full Time
Salary
N/A
Experience
N/A
Posted
4 days ago

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