Escalation Engineer

🔥 0 minutes ago

🏄 California, New York, +4 more states – Remote

🏄 California – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $107k - $230k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👷🏻‍♀️ Engineer

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Pure Storage

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Pure Storage is a leader in the field of data storage platforms, renowned for its innovative solutions in the industry. It has been consistently recognized as a leader in the Gartner Magic Quadrant for both Primary Storage Platforms and File and Object Storage Platforms, achieving the highest marks in Execution and Vision. Pure Storage provides scalable and sustainable storage solutions that cater to both enterprise and cloud needs, emphasizing zero downtime and seamless performance. It offers a range of services including AI infrastructure, cloud deployments, and data protection, making it a critical player in modern data management.

📋 Description

• Serve as the final escalation tier before core engineering for high-severity technical escalations • Conduct deep troubleshooting and initial GoLang code reviews to resolve complex container storage incidents and maximize customer uptime • Collaborate with Product Development to identify root causes, submit bug fixes, and deliver permanent product resolutions • Coach and mentor Technical Services Engineers through paired troubleshooting and knowledge creation • Publish knowledge-base articles and FAQs to reduce mean time to resolution • Analyze telemetry and field trends to identify systemic vulnerabilities • Translate operational insights into actionable feedback for product and engineering teams • Participate in an on-call rotation

🎯 Requirements

• 8 years of customer-facing technical support experience • Deep expertise supporting Kubernetes and container orchestration platforms, including Kubernetes, Docker, and Tanzu • CKA-level expertise across AWS, GCP, and Azure • Expertise in distributed storage architectures • Strong code-level troubleshooting ability in GoLang • Proficiency with DevOps automation tools such as Terraform, Ansible, Chef, or Puppet • Exceptional customer-facing communication skills • Proven ability to manage high-stakes crisis situations and multi-party technical discussions • Ability to manage multiple high-priority investigations concurrently • Availability to participate in an on-call rotation

🏖️ Benefits

• Annual base salary of $107,000–$230,000 USD • Incentive pay and/or equity eligibility • Flexible time off • Wellness resources • Company-sponsored team events • Growth and development support • Employee Resource Groups • Hiring-process accommodations for candidates with disabilities