This position is well-suited for a support professional with robust interpersonal skills, seeking a dynamic, high-performance, entrepreneurial work environment. The ideal candidate should embrace the unpredictable nature of daily work in a rapidly expanding business.
WHAT YOU'LL DO
Offer technical expertise throughout all phases of the Portworx case management process for issues encountered in the field.
Provide initial code review and analysis of current issues.
Resolve escalated service requests while maintaining a high level of service engagement, communication, and composure.
Collaborate with customers and cross functional team members to troubleshoot and resolve escalated cases.
Act as the conduit between Technical Services and Engineering teams.
Proactively identify and resolve systemic issues in the field.
Mentor and coach TSEs and cross functional team members.
Assume ownership of communications for assigned issues, ensuring clarity and professionalism.
Share and document knowledge through FAQ/KB articles, both internal and customer-facing.
Manage multiple projects/support cases concurrently.
Participate in a weekly on-call rotation.
Thrive as a team player in fast-paced and startup environments.
We are primarily an in-office environment and therefore, you will be expected to work from the Bangalore office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.
WHAT YOU BRING
We're looking for candidates with experience in supporting SaaS environments with a background in compute infrastructure, storage infrastructure, and container ecosystems, both on-premise and in the cloud. Technical expertise with one or more cloud providers (such as AWS, GCP, or Azure) is essential. Proficiency in Portworx, Kubernetes, Docker, Tanzu, VMware container solutions (CKA certification is required). Experience with one or more devops tools like Ansible, Chef, Puppet, Terraform is required.
Your experience in a senior-level customer-facing role, providing various levels of technical guidance, will be pivotal. Furthermore, your ability to communicate effectively and work closely with our Product Development team for customer escalations will greatly contribute to the success of this role. You will be expected to resolve customer problems and escalations using appropriate resources.
Bachelor's degree in Computer Science (Master's preferred) or a minimum of eight years of experience in customer-facing technical support work.
Experience in supporting SaaS products, with working knowledge of Portworx.
Demonstrated working experience supporting vSphere, Kubernetes, Containers, and Public Cloud platforms.
Strong written, verbal, and collaboration skills.
Strong understanding of GoLang.
Minimum of 10 years experience in supporting production applications either on premises or in a cloud environment.
#LI-ONSITE
WHAT YOU CAN EXPECT FROM US
Innovation: We celebrate those who think critically, like a challenge, and aspire to be trailblazers.
Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®!
Team: We build each other up and set aside ego for the greater good.
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. Check out http://benefits.everpuredata.com/ for more information.
ACCOMMODATIONS AND ACCESSIBILITY
Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@purestorage.com if you’re invited to an interview.
OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM
We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.
Everpure is proud to be an equal opportunity 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.
Join us and bring your best.
Bring your bold.
Pure and simple.
