Support Escalation Manager
Pure Storage, Inc
hace 3 días

Since our founding in 2009, Pure Storage has empowered innovators to build a better world with data. In less than eight years, Pure reached $1B in sales, faster than nearly every enterprise company in history, and our incredible growth continues to outpace the competition.

Our mission? Deliver a simple, evergreen data platform that enables everyone to turn data into intelligence and advantage.

The secret sauce? More than 3,000 team members (and growing!) around the world who join forces to invent the next big thing.

And then the next one.

The world is experiencing a revolution driven by next-generation technology like AI, machine learning, virtual reality, quantum computing, and self-driving cars all of which require unprecedented amounts of data.

This sets the stage for Pure’s technology to grow exponentially in the coming years.

We’ve only scratched the surface of our ambitions , and as we continue to gobble up market share, we’re blazing trails and setting records :

  • For five straight years, Gartner has named Pure a leader in the Magic Quadrant for Solid-State Arrays .
  • Our customer-first culture and unwavering commitment to innovation have earned us a Satmetrix Net Promoter Score in the top 1% of B2B companies globally .
  • Pure puts a premium on the future , investing 26% of revenue into R&D.
  • If you, like us, say bring it on to exciting challenges that change the world, we have endless opportunities where you can make your mark.


    We’re looking for an experienced Escalation Manager to act as the technical and management liaison between our customers and our TAC resources, such as Technical Support and Engineering Escalations, as well as other corporate resources including Sales and Marketing.

    You will be the point of contact within Pure for both pre and post-sales escalation issues and you will be responsible for facilitating communication with our partners, customers, our sales offices (both regional and HQ).

    Primary responsibilities will be the coordination of communications among all these units, tracking and communicating all regional escalations, driving issues through to resolution, identifying trends, performing post-action reviews, root cause analysis, and implementing preventive and corrective actions.

    You will regularly interact with senior members of the Global Support Management Team, as well as with senior members of the Sales and Engineering teams.

  • Once engaged, you will be primary representative for Pures support organization for all things related to the escalation and coordinating communication and progress updates for Pure support for customers, partners and Pure Sales.
  • Responsible for managing critical escalations from initial report to closure including delivering and reviewing root cause analysis Root Cause Analysis
  • Advocate customer needs / issues cross-organizations, ensure the customer's voice is heard, develop and maintain strong relationships with clients and understand client processes, teams, and environment to expedite engagement and time to resolution.
  • Manage customer escalations, take ownership of a crisis from beginning to end while working with cross-functional teams to ensure appropriate resources have been engaged to resolve the issue and deliver any follow-through actions.
  • Proactively identify product defects and drive visibility through the engineering org in order to ensure resolution to critical issues are prioritized.

  • Minimum of 7 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
  • Customer focused, understanding the customer requirements and delivering on commitments while working with field teams, GSAMs and backend resources
  • Strong written, verbal and presentation skills including the ability to deliver technical RCA documents.
  • Able to multitask with a strong sense of urgency and be available to manage crisis situations outside of normal working hours.
  • Remain calm in highly stressful situations and commitment to problem-solving with the customer being the prime focus with engagements with major accounts at all levels
  • Potential travel to client locations

    Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career.

    We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.

    Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members.

    And our Pure Good Foundation gives back to local and global communities through volunteering and grants.

    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.


    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.

    If you need assistance or an accommodation due to a disability, you may contact us at TA-Ops .


    If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice .


    If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice .


    Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note : Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.

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