Technical Services Engineer, Portworx

Job Description

Analyze, troubleshoot, and support large-scale customer deployments in public and private clouds. Providing technical expertise during all phases of the Portworx deployment for key customers. Own and track customer issues using our ticket tracking system. Answer and resolve support cases across all severity levels. Work with customers and partners in understanding and troubleshooting their deployments, application workflows and workloads through multiple layers of the software stack. Work with the engineering team to analyze the logs, reproduce customer issues and develop strategies to address customer issues. Communicate proactively and clearly both internally and externally to enable highest levels of customer success. Participate in pre-sales calls, help with customer installation during POC and when in production. Share and document knowledge via FAQ / KB articles, which can be internal or customer facing. WHAT you'll NEED TO BRING TO THIS ROLE Bachelors Degree in a technical field and/or related technical experience. Minimum 2-4 years of experience in customer-facing, technical support work/SRE Working knowledge of kubernetes/docker/Tanzu/Vmware container solutions (CKA is plus) Working knowledge or experience of AWS, AZURE or other related cloud technologies. Experience in working with one or more devops tools like Ansible, Chef, Puppet, Terraform would be a plus. Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources. Ability to triage issues, and escalate them to appropriate engineering groups as necessary. Fluent in English with clear verbal and written communications skills. Self-motivated, self-starter who is not afraid to roll up their sleeves and do the right thing to help the customer succeed. Must be willing and able to work in an open office, team environment. Must be willing to work shifts and on-call rotations. WHAT YOU CAN EXPECT FROM US: Pure Innovation : We celebrate those who think critically, like a challenge and aspire to be trailblazers. Pure Growth : We give you the space and support to grow along with us and to contribute to something meaningful. We have been Named Fortunes Best Large Workplaces in the Bay Area , Fortunes Best Workplaces for Millennials and certified as a Great Place to Work ! Pure Team : We build each other up and set aside ego for the greater good