Technical Services Engineer Representative

As a Technical Services Engineer Representative at Pure Storage in Lehi, Utah, you'll take on various responsibilities including understanding customer expectations, performing storage upgrades, and managing customer issue tracking through our systems. Your role will involve proactive communication, troubleshooting diverse technical issues, and collaborating with different departments within the company to ensure customer satisfaction.

To apply for the Technical Services Engineer role at Pure Storage, candidates should ideally have at least one year of experience in customer-facing technical support. A foundational knowledge of operating systems like Solaris or Linux, as well as networking concepts, is essential. Additionally, strong problem-solving skills and the ability to triage issues across various platforms will be vital for success in this role.

At Pure Storage, the work environment for Technical Services Engineers is primarily in-office, fostering collaboration and creativity. The culture emphasizes teamwork, and we value individual contributions, ensuring you have a voice and can make an impact. Our competitive environment encourages personal growth and professional development as part of a passionate team.

Yes, Pure Storage offers an array of benefits for Technical Services Engineer Representatives, including flexible time off, wellness resources, and opportunities for personal and professional growth. We are committed to maintaining a work-life balance and supporting the well-being of our employees.

Pure Storage is dedicated to promoting diversity and inclusion. We encourage applicants from all backgrounds to apply, regardless of how closely they meet the criteria. Our Pure Equality program supports various employee resource groups, ensuring that everyone feels valued and has opportunities for growth and development within the company.

The Technical Services Engineer position at Pure Storage is primarily in-office, based in Lehi, Utah. While we support flexible work options when necessary, the role requires you to be present in our office to effectively collaborate with the team and address customer issues.

As a Technical Services Engineer at Pure Storage, you will handle a variety of projects related to customer support, including troubleshooting complex technical issues across hardware and software systems, managing customer upgrades, and documenting knowledge to assist both internal teams and external customers effectively.

When prioritizing customer issues as a Technical Services Engineer, I assess the urgency and impact of each issue on the customer’s operations. I ensure that critical issues affecting system performance are addressed first while keeping the customer informed throughout the process. My goal is to provide timely and effective solutions.

My troubleshooting process begins with gathering as much information as possible about the issue. I then categorize the problem to determine if it's hardware or software-related. Based on my findings, I consult internal resources or documentation to identify potential solutions, testing them until the issue is resolved.

I have hands-on experience working across various multi-platform systems, including operating environments like Windows, Linux, and VMware. This experience has enhanced my technical skills and ability to address issues that may arise in a diverse technology landscape, ensuring effective support for customers.

When handling escalated customer issues, I approach the situation with empathy and professionalism. I listen carefully to the customer's concerns, clarify any misunderstandings, and assure them that I will take ownership of finding a prompt resolution. I also communicate regularly to keep them updated until their issue is resolved.

Teamwork is crucial in my role as a Technical Services Engineer. I believe that collaborating with colleagues enhances our ability to troubleshoot and resolve issues effectively. Sharing knowledge and insights across departments helps create a unified approach to customer support, ultimately improving the overall experience for customers.

I stay current with advancements in technology by regularly attending industry webinars, participating in training sessions, and exploring relevant articles and publications. I also engage with online forums and communities to exchange knowledge with peers, ensuring I remain informed about new trends and tools that can enhance my performance.

In one instance, I encountered a complex technical issue that affected a major customer’s storage system. I methodically gathered data, involved relevant engineering teams, and communicated with the customer. After identifying the root cause, I implemented a solution and followed up to ensure their system was back online, which they greatly appreciated.

I believe that empathy, effective communication, and a strong understanding of technology are essential for a successful customer support experience. By actively listening to customers’ needs and keeping them informed, I can provide tailored solutions that not only meet but exceed their expectations.

I document my findings and solutions by creating clear, concise FAQ and knowledge base articles. I ensure they are easy to understand and accessible for both internal teams and customers, which helps facilitate better future troubleshooting and learning processes.

I am drawn to Pure Storage because of its commitment to innovation and customer satisfaction. The collaborative culture aligns with my values, and I am excited about the opportunity to contribute to a company that leads the industry and nurtures personal and professional growth.