Jobs / India / Pure Storage INC
Sr. Escalation Engineer
Pure Storage INC · 🌍 Bangalore, India
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About the role
Everpure (NYSE: P) has evolved from storage pioneer to data platform, closing fiscal 2026 with $3.7 billion in revenue, its first billion-dollar quarter, and accelerating growth into FY27. Our strategic agenda spans the companies defining the next era of technology - hyperscalers, AI labs, the AI hardware supply chain, data platform providers, and the broader AI ecosystem. 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. THE ROLE 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 . You will collaborate closely with front-line Support, Engineering, and product leaders to rapidly resolve high-impact technical challenges and transform complex system failures into long-term product reliability. By bridging real-world customer insights with engineering solutions, you will elevate team performance and ensure our enterprise customers achieve flawless platform availability. WHAT YOU'LL DO • 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, perform root-cause analysis, and protect customer business continuity. • Elevate Engineering Talent & Knowledge: Mentor and coach support team members through joint case triage, structured technical trainings, and internal documentation, accelerating technical capabilities and resolution velocity across the organization. • Bridge Product Engineering & Customer Insights: Partner directly with Product Engineering to relay real-world system behavior, ensuring critical customer feedback, feature enhancements, and bug fixes trickle back into core product design. • 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 confidence. WHAT YOU BRING • 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), and enterprise storage protocols (NFS, S3, SMB). • 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, performance, and capacity issues. • Exceptional customer crisis management skills, with a proven ability to lead multi-stakeholder technical calls, de-escalate high-pressure situations, and translate complex engineering concepts into concise strategic communications. • 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 programs. 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 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 th