Work as the primary point of contact within Pure Storage for both pre and post-sales escalation issues. Responsible for facilitating communication with our customers, partners, and our sales offices. Primary responsibilities will be responding to escalations during your shift hours, tracking and communicating all regional escalations, driving issues through to resolution, identifying trends, root cause analysis, and implementing preventive and corrective actions. Regularly interact with senior members of the Global Support Management Team, as well as with senior members of the Sales and Engineering teams.

Proactively seek to understand customer expectationsAnswer and resolve support cases based on severity levelOwn and track customer issues using our ticket tracking systemOwn all customer facing communications, ensuring the message is concise and professionalShares, and documents knowledge via FAQ / KB articles, which can be internal or customer facingDevelops junior support engineers through training, and coachingManage multiple projects/support cases simultaneouslyChampion customer issues internally, and represent the company externallyLeads large multi participant customer calls, including hot escalationsNormally receives little instruction on day-to-day work, general instructions on new assignmentsWeekend, holiday, and on call duties as required

• Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution• Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers• Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs• Applies systems analysis techniques and procedures to determine hardware or software systems functionality• Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments• Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues• Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment• Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status• Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions