Service Solutions Engineer

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.

Join our elite Technical Services team as a Service Solutions Engineer
, where you will be the last line of defense before issues reach our Development teams. You will tackle the most complex and challenging customer problems involving our cutting‑edge cloud and storage technologies. Your mission is to minimize escalations to Engineering by applying deep technical expertise,
mentoring support staff
, and developing innovative, high‑impact solutions for our global customer base.

• Lead the resolution of high‑priority, complex service requests and escalations from our worldwide customer base, aiming to resolve issues quickly and prevent further escalation to Development.
• Mentor and coach Technical Support Engineers, providing expert guidance on troubleshooting methodologies, diagnostics, and next steps to elevate the team's overall technical skill.
• Drive issue isolation by collaborating directly with customers, partners, and our Engineering teams, leveraging your expertise to analyze logs, reproduce complex scenarios, and define comprehensive strategies for code‑level resolution.
• Become a subject matter expert in modern infrastructure, specifically focusing on containers (e.g., Docker, Kubernetes, Open Shift) and hybrid/multi‑cloud deployments (AWS, Azure), ensuring seamless support for our Everpure Cloud Block Store product.
• Contribute significantly to knowledge sharing by creating high‑quality, actionable documentation (FAQs, KB articles) for both internal and external use, effectively reducing future support volume.

• Must have 6 years of experience in a similar role
• Proven mastery in technical escalation management and problem‑solving, with a track record of successfully resolving highly complex, critical customer issues in a production environment.
• Experience with installing and supporting large‑scale enterprise software and systems
• Experience working with public cloud environments like AWS, Azure and GCE desired
• Experience deploying and supporting Kubernetes and/or other cloud container and application management systems such as Open Shift is a plus
• Understanding of storage concepts, storage technologies, and or experience troubleshooting storage deployment would be a plus (iSCSI, NVMe‑oTCP, EBS, Azure Blob Storage, S3)
• Ability to triage issues and elevate them to appropriate engineering groups as necessary
• Experience with installing and supporting large‑scale enterprise software and systems.
• We are primarily an in‑office environment and therefore, you will be expected to work from the Lehi, Utah or Raleigh, North Carolina office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.

#LI-ONSITE

Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.

This role may be eligible for incentive pay and/or equity.

There is no Final date to receive applications and we accept applications on an ongoing basis until the job is filled.

The annual base salary range is:

$122,000 - $183,000 USD

• 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,…