Technical Services Engineer, FlashArray (Shift: Saturday to Monday 5am to 6pm 3 x 13 hour shifts.
Skills
- Deep storage troubleshooting skills including replication, performance, and capacity issues
- Working knowledge of operating systems (Linux, Windows) and virtualization (VMware)
- Networking fundamentals for LANs, WANs and SAN environments
- Strong written and verbal customer communication and escalation management
- Ability to manage multiple support cases and remain calm under pressure
- Experience contributing to knowledge bases and documentation
Responsibilities
- Own and resolve customer issues from initial contact through resolution across all severity levels with clear, timely communication
- Diagnose and troubleshoot complex technical problems with FlashArray and integrations across operating systems, networking, and SANs
- Lead multi-participant customer calls and manage hot escalations, advocating for customer needs with internal teams such as Engineering
- Create and update internal and customer-facing knowledge base articles and FAQs
- Mentor and coach junior support engineers on best practices for troubleshooting and customer management
Education
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred
- Equivalent professional experience accepted in lieu of a degree
Benefits
- Competitive base salary with potential incentive pay and equity
- Flexible time off and wellness resources
- Company-sponsored team events
- Recognition as a top workplace (Fortune Best Large Workplaces, Great Place to Work)
- Inclusive culture with Employee Resource Groups and accommodation support for candidates with disabilities
Average salary estimate
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