As an Escalation Engineer on our FlashBlade team, you will serve as the premier technical authority driving customer trust and operational stability across complex, enterprise-scale storage environments.
Drive High-Stakes Escalation Resolution: Take end-to-end ownership of critical, multi-platform system issues—evaluating hardware, software, networking, and environmental factors—to rapidly restore service…
Elevate Engineering Talent & Knowledge: Mentor and coach support team members through joint case triage, structured technical trainings, and internal documentation…
Bridge Product Engineering & Customer Insights: Partner directly with Product Engineering to relay real-world system behavior, ensuring critical customer feedback, feature enhancements…
Lead Strategic Customer Communications: Facilitate high-visibility multi-participant calls during hot escalations, authoring clear, concise customer-facing communications and technical KB articles that build lasting client…
End-to-end technical troubleshooting and root-cause analysis expertise across multi-vendor environments, including Linux/Windows administration, cloud architectures (AWS), REST API services, virtualization (VMware, Hyper-V)…
In-depth understanding of enterprise networking and systems architecture, with hands-on proficiency in core protocols (DNS, HTTP, SSL, TCP/IP) and diagnosing complex networking, replication…
Exceptional customer crisis management skills, with a proven ability to lead multi-stakeholder technical calls, de-escalate high-pressure situations…
A strong commitment to team enablement, peer mentorship, and continuous learning, with a track record of creating high-value knowledge base content and technical training…
Experience: Senior-level
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