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 Technical Support Engineer on our best-in-class 24x7 Support team, you'll be a frontline hero, ensuring our customers continue to have an exceptional experience with our FlashArray product. You will leverage your technical expertise to analyze and resolve complex issues involving hardware, software, and environmental factors, all while building strong collaborative relationships across the company to champion the customer's needs. Your work directly impacts our customer satisfaction and helps us maintain our industry-leading NPS score.
WHAT YOU'LL DO
- Proactively own and resolve customer issues from initial contact through to resolution across all severity levels, ensuring all customer-facing communication is professional, concise, and timely.
- Diagnose and troubleshoot complex technical problems involving our FlashArray products and their interactions with diverse multi-platform environments (e.g., operating systems, networking, and storage area networks).
- Drive customer satisfaction by leading multi-participant customer calls, including hot escalations, and acting as a customer advocate by championing their issues internally with other teams like Engineering.
- Enhance our knowledge base by creating and updating internal and customer-facing FAQ and knowledge base articles to empower both customers and fellow team members.
- Mentor junior Support Engineers by sharing your expertise and guiding them on best practices for issue resolution and customer management.
WHAT YOU BRING
- Experience: A minimum of 3 years of experience in a professional enterprise level technical support role
- Proven experience in a technical support role where you have owned and resolved complex customer issues in a multi-platform enterprise environment.
- Deep technical troubleshooting skills in a professional enterprise setting, with the ability to analyze and diagnose issues related to storage, networking, replication, performance, and space.
- Working knowledge of a range of technologies, including operating systems (such as LINUX, Windows, VMware), LANs & WANs, and Storage Area Networks.
- Exceptional customer service skills with the ability to manage multiple projects and support cases simultaneously while maintaining a calm, professional demeanor.