Senior Escalation Engineer (Shift: Saturday - Tuesday from 9:00 am - 7:00 pm MST)
Everpure
Posted about 5 hours ago
We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.
This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.
THE ROLE
As a Senior Escalation Engineer on the Everpure FlashArray team, you will champion customer success by resolving the industry's most complex technical challenges. You will serve as a critical bridge between our frontline support and Engineering, ensuring high-stakes issues are resolved while driving product improvements. This role is a unique blend of deep technical troubleshooting, cross-functional leadership, and mentorship, making you a key driver of our "Customer First" mission within the Everpure ecosystem.
WHAT YOU'LL DO
- Lead High-Stakes Resolutions: Resolve complex, multi-dimensional technical escalations involving hardware, software, and environmental factors, ensuring professional and concise communication during critical "hot" incidents.
- Bridge the Engineering Gap: Collaborate directly with Engineering teams to triage defects, share field insights, and ensure technical knowledge trickles down to the broader support organization.
- Cultivate Technical Excellence: Act as a Subject Matter Expert (SME) by creating internal and customer-facing technical documentation (FAQs/KBs) and delivering specialized training to mentor and grow the talent of the support team.
- Own the Customer Experience: Proactively manage multiple high-severity projects simultaneously, representing Everpure externally while advocating for customer needs internally to influence product reliability.
- Drive Operational Readiness: Participate in on-call rotations, including weekends and holidays as required, to provide seamless global support for our mission-critical storage solutions.
WHAT YOU BRING
- Experience: Minimum four years experience in a customer-facing or technical support role.
- Advanced Technical Troubleshooting: Expert-level ability to diagnose and resolve issues across complex multi-platform environments, including deep knowledge of Operating Systems (Linux/Windows), Networking protocols (DNS, TCP, FC, iSCSI), and Storage Area Networks (SAN/NAS).
- Domain Expertise: Specialized proficiency in Active Cluster and core technologies such as Performance, asynchronous replication, and Purity software, with the ability to triage and escalate issues to Engineering with precision.
- Strategic Communication: Proven track record of leading large, multi-participant customer calls and managing executive-level escalations with a focus on empathy, clarity, and technical authority.
- Collaborative Leadership: Demonstrated ability to build strong cross-departmental networks and a passion for teaching others, transitioning complex technical concepts into actionable team knowledge.
- Bachelor's Degree in lieu of experience.
In-Office Commitment: We are primarily an in-office environment and therefore, you will be expected to work from the Utah office in compliance with Everpure’s policies, unless you are on PTO, work travel, or other approved leave.
#LI-ONSITE
Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.
This role may be eligible for incentive pay and/or equity.
There is no application deadline and we accept applications on an ongoing basis until the job is filled.
WHAT YOU CAN EXPECT FROM US:
- Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
- Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®!
- Team: We build each other up and set aside ego for the greater good.
And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events. Check out purebenefits.com for more information.
ACCOMMODATIONS AND ACCESSIBILITY:
Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at [email protected] if you’re invited to an interview.
OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:
We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.
Everpure is proud to be an equal opportunity employer.
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