Everpure
data storage
SeniorEscalationEngineer
“Senior Escalation Engineer at Everpure. Skills: Complex technical troubleshooting, Cross-functional collaboration, Mentorship, Customer advocacy. Resolve complex, multi-dimensional technical escalations involving hardware, software, and environmental factors. Collaborate directly with Engineering teams to triage defects”
What You'll Achieve.
Champion customer success; Ensure high-stakes issues are resolved; Drive product improvements; Ensure technical knowledge trickles down to the broader support organization; Influence product reliability; Provide seamless global support for our mission-critical storage solutions
Industry & Context.
Resolve the industry's most complex technical challenges; Expert-level ability to diagnose and resolve issues
Participate in on-call rotations, including weekends and holidays as required, Expected to work from the Utah office
What They're Looking For.
Must Have
Minimum four years experience in a customer-facing or technical support role, Expert-level ability to diagnose and resolve issues across complex multi-platform environments, Deep knowledge of Operating Systems (Linux/Windows), Knowledge of Networking protocols (DNS, TCP, FC, iSCSI), Knowledge of Storage Area Networks (SAN/NAS), Specialized proficiency in Active Cluster, Proficiency in core technologies such as Performance, asynchronous replication, and Purity software, Proven track record of leading large, multi-participant customer calls, Proven track record of managing executive-level escalations
Nice to Have
Bachelor's Degree in lieu of experience
What You'll Do.
multi-dimensional technical escalations involving hardware
and environmental factors
Collaborate directly with Engineering teams to triage defects
Create internal and customer-facing technical documentation (FAQs/KBs)
Deliver specialized training
Manage multiple high-severity projects simultaneously
Represent Everpure externally
Advocate for customer needs internally
How You'll Work.
Team & Collaboration
Bridge the Engineering Gap; Collaborate directly with Engineering teams; Build cross-departmental networks; Transition complex technical concepts into actionable team knowledge
Communication Scope
Professional and concise communication during critical 'hot' incidents; Strategic communication; Technical authority
Process & Methodology
Proactively manage multiple high-severity projects simultaneously
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