Senior Manager, Technical Services

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.

Should You Accept This Challenge...

Pure Storage is seeking a bold, experienced Senior Manager to join our Technical Services team in Lehi, Utah. This isn’t just another management role — it’s an opportunity to shape the future of customer experience at one of the most innovative and fastest-growing companies in the data storage industry.

At Pure, innovation isn’t just what we do — it’s who we are. We’ve redefined enterprise storage by making it simple, reliable, and future-ready. Our customers expect excellence, and our engineers deliver it. Senior Managers play a pivotal role in making that happen: driving business priorities, building high-performing teams, and sustaining a culture of service and collaboration that sets Pure apart.

Through your leadership of Managers, Team Leads, and Coaches, you’ll set the tone that cascades into every customer interaction — ensuring that Pure Technical Services isn’t just effective, but a place where world-class engineers want to grow their careers.

This is a role for leaders who are fearless about driving change, passionate about developing talent, and energized by solving complex challenges. As a Senior Manager, you won’t just manage today’s business needs — you’ll help chart how Pure scales and innovates to meet the challenges of tomorrow.

At Pure Storage, we believe in empowering people to do their best work, building diverse and inclusive teams, and reimagining what customer experience in technical support can be. If you want to lead in a culture that values innovation, talent, and bold thinking, this is your opportunity.

Key Responsibilities:

Leadership & People Management

• Lead and develop a team of managers and technical leaders, ensuring strong alignment, mentorship, and growth across the organization.
• Set uncompromising standards for accountability and performance while leading with empathy and inclusivity.
• Empower and prepare future leaders to operate independently and represent Pure confidently in cross-functional and executive forums.
• Build a culture that inspires high performance, career development, and long-term retention of top technical talent.

 Goal Alignment & Business Execution

• Align functional priorities with Pure’s corporate strategy, cascading objectives effectively through all levels.
• Apply strong business acumen to connect support operations with customer experience, product strategy, and corporate objectives.
• Use data, KPIs, and dashboards to drive accountability, continuous improvement, and measurable results.
• Lead cross-functional initiatives that improve processes, workflows, and technology, delivering efficiency and scalability.
• Anticipate future business needs and adapt support strategies to ensure long-term growth.
• Collaboration & Talent Development
• Drive alignment across functions by collaborating with senior leaders on shared business goals, building trusted relationships with technical influencers and decision makers.
• Champion organizational initiatives around talent, diversity, equity, and inclusion, ensuring teams reflect Pure’s values and vision.
• Shape recruiting strategies and hiring priorities in partnership with Talent Acquisition to build strong pipelines and develop the next generation of leaders.
• Cultivate a high-trust, collaborative culture across global teams, accelerating performance and enabling constructive resolution of challenges.

Customer & Service Excellence

• Ensure the highest levels of service delivery, driving customer satisfaction (CSAT) and loyalty across all touchpoints.
• Oversee critical customer escalations with confidence and urgency, ensuring swift resolution while driving systemic improvements.
• Champion the voice of the customer across Pure, influencing product, support, and service strategies to continually enhance customer experience.

Innovation & Continuous Improvement

• Identify opportunities to innovate, simplify processes, and enhance both the customer and employee experience.
• Leverage data and insights to address friction points in the support journey and deliver scalable solutions.
• Drive adoption of new tools, technologies, and methodologies that improve efficiency, responsiveness, and service quality.

WHAT YOU’LL NEED TO BRING TO THIS ROLE...

• 7–10 years of progressive experience in customer-facing technical support, including at least 5 years in people leadership.
• Proven ability to elevate leaders and teams to consistently exceed expectations — making decisive calls and delivering results in high-pressure environments.
• Demonstrated success in building strong leadership benches and next-generation leaders, with recruiting and talent development expertise.
• Experience leading distributed or global teams, successfully scaling support operations to meet evolving business needs.
• Executive-level communication skills, with the ability to influence and align stakeholders across functions and levels.
• Strong business acumen with experience defining and measuring success using industry-standard KPIs (CSAT, SLA adherence, employee engagement, operational efficiency).
• Proven success leading cross-functional initiatives and large-scale organizational change, translating long-term strategy into actionable outcomes.
• Demonstrated ability to champion the voice of the customer, translating insights into product, support, and business improvements.
• Track record of consistently identifying opportunities to innovate, simplify, and enhance the customer experience.
• Thrives in dynamic environments, with the ability to navigate ambiguity and lead teams through change with clarity and confidence.
• Proven success partnering with Product, Engineering, and Customer Success to align support strategies with overall business growth.

Bonus Qualifications

• Knowledge of ITIL concepts (ITIL Certification a plus).
• Technical and industry knowledge is advantageous.
• Bachelor’s Degree or equivalent years of experience.

We are primarily an in-office environment and therefore, you will be expected to work from the Lehi, Utah office in compliance with Pure’s policies, unless you are on PTO, or 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.

The annual base salary range is: $123,000—$186,000 USD

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 Fortune's Best Large Workplaces in the Bay Area™, Fortune's 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.

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 TA-Ops@purestorage.com 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.
 
Pure is proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

JOIN US AND BRING YOUR BEST.

Bring Your Bold.

Bring Your Flash.