Technical Support Engineer Representative

Responsibilities

Purity Environment Upgrade (65% of work) Proactively seek to understand customer expectations.
Involves change controls, scheduling windows, compliance and activity to upgrade Pure Storage systems within customer environments. Maintain install base requirements with customers and their arrays.
Apply best practices and maintenance.
Upgrade customer arrays to the latest software version.
Global Insight and/or Cloud Insight support tickets (proactive tickets) (30% of work)
Ensure RMA requests are processed promptly and accurately Triage support cases based on severity level
Own and track customer issues using our ticket tracking system
Communication - part of upgrade and maintenance (proactive tickets)
Maintain communications with customers on the progress of their cases.
All communication should be professional, complete, well-formatted, and consistent with prior communications.
Applies documented troubleshooting steps to resolve routine issues.
Notify a Support Manager of critical customer issues.
CSS Overflow (5% of work)Engaging customers via live phone calls, and connecting with the best resource.
Weekend, holiday, and on call duties as required

Qualifications

Technical Skills and Competencies:

Aspect Phone System Use
Salesforce Case management
Case communication best practices
JIRA Basics
SLACK communication practices
Enterprise Communication Soft Skills Basics
Enterprise Execution Protocol and Change Control Basics
Linux Command Line Basics
Google Suite Use and Best Practices
Zoom and Webex use and best practices
Escalation process basics Basic Troubleshooting methodologies
Pure FUSE Basics
Operating System Basics (Windows, Linux, OSX, AIX)
Block storage basics
Filesystem storage basics
Basic Networking - IP, Ethernet, Fibre Channel
Time Management BasicsProven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources available to TSEs.
Proven critical thinking skills
Proven technical troubleshooting skills
Beginning knowledge of technologies such as storage (SAN, Fiber Channel, Ethernet, ISCSI), and working knowledge of operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs Layers 1-3.
Desire to learn advanced levels of SAN, Fibre Channel, Ethernet, and iSCSI technologies