Services 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 an Escalation 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 overall technical skill of the team.
• 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 Pure 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.

• 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.
• Deep operational expertise in Linux system administration, including a strong understanding of core concepts like systemd, cgroups, and Linux container runtimes.
• Solid experience with large‑scale enterprise software and systems deployment
  , coupled with practical knowledge of public cloud environments (AWS, Azure) and modern storage concepts (iSCSI, NVMe‑oTCP, S3, EBS).
• Exceptional communication and interpersonal skills
  , with the ability to clearly articulate complex technical information to both highly technical internal teams and executive‑level customers.
• Demonstrated self‑motivation and initiative
  , with the ability to manage unpredictable daily work, triage issues effectively, and thrive in a fast‑paced, entrepreneurial, and high‑performing culture.
• We are primarily an in‑office environment and therefore, you will be expected to work from the Raleigh, North Carolina office in compliance with Pure’s policies, unless you are on PTO, or work travel, or other approved leave.

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: $115,000 — $173,000 USD

• Pure Innovation
  :
  We celebrate those who think critically, like a challenge and aspire to be trailblazers.
• Pure 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 Large Workplaces in the Bay Area™, Fortune's Best Workplaces for Millennia ls™ and certified as a Great Place to Work®!
• Pure 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…