Customer Escalations Engineer, Hyperscale Line of Business

The Customer Escalations Engineer at Pure Storage plays a critical role in resolving complex technical issues that exceed the capabilities of our support team. This position involves analyzing and addressing emergent engineering problems from the field, developing next-generation tools for system health monitoring, and collaborating closely with customers to ensure their cloud storage needs are met efficiently.

To be considered for the Customer Escalations Engineer position at Pure Storage, candidates should possess a strong background in software development—especially in languages such as Python, Go, or C++. Practical experience with Linux, networking, and storage systems is essential, along with problem-solving skills and a Bachelor’s or Master’s degree in a related field.

The annual base salary for a Customer Escalations Engineer at Pure Storage ranges between USD $163,000.00 - $246,000.00 depending on experience and qualifications. This position may also be eligible for incentive pay and equity, which reflects our commitment to rewarding talent.

Customer Escalations Engineers at Pure Storage are based in an open office environment in Santa Clara, CA, requiring on-site presence for four days a week. Collaboration and communication are key, creating a dynamic space where innovative ideas can flourish.

Pure Storage fosters an environment of continuous learning and growth for all its employees. As a Customer Escalations Engineer, you’ll have ample opportunities to enhance your skills through training programs, mentorship, and exposure to the latest technologies and methodologies in the data storage field.

Key responsibilities of a Customer Escalations Engineer at Pure Storage include leading investigations into engineering problems, developing software for predictive analysis, creating tools for system health diagnostics, and engaging directly with customers to resolve issues and enhance their overall experience with our storage solutions.

Pure Storage stands out as a workplace due to its commitment to innovation, equality, and a customer-first culture. As a Customer Escalations Engineer, you'll not only work with cutting-edge technology but also be part of a diverse team where your voice is valued, ensuring that you can make a meaningful impact within the organization.

When answering this question, detail specific projects where you utilized Linux for problem-solving. Share your troubleshooting process, how you diagnose issues, and any tools you’ve used extensively. Emphasize your familiarity with Linux commands and system structures.

Discuss your structured approach to debugging—starting with gathering logs, reproducing issues, isolating variables, and testing potential fixes. Highlight any experience you have with debugging tools and how you communicate findings to your team.

Here, outline your learning process, such as utilizing online courses, reading documentation, and engaging in hands-on projects. Mention that you value collaboration and sharing your learnings with colleagues as part of your development.

Share a specific incident where your technical skills directly led to a solution for a customer's problem. Focus on the approach you took, the challenges encountered, feedback from the customer, and the final outcome.

Explain your prioritization strategy based on urgency, impact on customers, and project deadlines. Use examples where you successfully managed competing priorities and ensured that all clients received timely support.

Discuss how you leverage team collaboration to tackle technical challenges. Illustrate with an example where input from colleagues or teamwork led to a successful resolution of a complex issue.

Emphasize your openness to client feedback and how you use it as a tool to improve both your solutions and processes. Provide an example of a situation where client feedback significantly influenced your approach.

Discuss any relevant experience with predictive analytics tools and how you’ve utilized data to preemptively address potential issues. Mention any specific outcomes or improvements that resulted from these efforts.

Share the resources you utilize, such as industry publications, forums, and conferences. Mention any networking groups you are part of that keep you connected and informed about the latest developments in cloud storage technology.

Identify key skills such as problem-solving, analytical thinking, strong communication, and technical proficiency. Relate each skill to the impact they have on customer satisfaction and effective issue resolution.