Service Solutions Engineer

THE ROLE

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 installing and supporting large‑scale enterprise software and systems.
• Experience working with public cloud environments like AWS, Azure, and GCE.
• 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 and technologies (e.g., iSCSI, NVMe‑oTCP, EBS, Azure Blob Storage, S3).
• Ability to triage issues and elevate them to appropriate engineering groups as necessary.
• Strong shell scripting skills desired.

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, 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. The annual base salary range is: $122,000—$183,000 USD.

• Innovation:
  We celebrate those who think critically, take on challenges, and aspire to be trailblazers.
• Growth:
  We give you the space and support to grow along with us and to contribute to something meaningful.
• Team:
  We build each other up and set aside ego for the greater good, fostering a culture of support and collaboration.
• Perks and Benefits:
  Flexible time off, wellness resources, and company‑sponsored team events.

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at if you are invited to an interview.

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.