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60 Pure Storage Technical Support Manager Jobs Hiring Near You

Pure Storage

IAM Operations Engineer

Santa Clara, CA · On-site

Pure Storage is fundamentally reshaping the data storage industry and is seeking an experienced IAM ... technical support and serve as an escalation point for IAM-related issues. • Own the lifecycle ...

Pure Storage

DC Devops Engineer

Dallas, TX · On-site

$52.25 - $71.50/hr

Pure Storage is fundamentally reshaping the data storage industry and is seeking a Data Center ... of managing high-volume ticketing queues (Jira) and driving complex technical projects to ...

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Pure Storage Jobs Information

What are the key skills and qualifications needed to thrive as a Technical Support Manager, and why are they important?

To thrive as a Technical Support Manager, you need strong leadership, in-depth technical knowledge of products or services, and experience in troubleshooting and customer service, often supported by a degree in IT or a related field. Familiarity with ticketing systems (like Zendesk or Jira), ITIL certification, and knowledge of CRM or remote support tools are typically required. Excellent communication, conflict resolution, and team management skills help you motivate teams and manage challenging customer interactions. These skills ensure efficient support operations, high customer satisfaction, and effective resolution of technical issues.

What are some common challenges faced by Technical Support Managers, and how can they address them?

Technical Support Managers often face challenges such as balancing team workload, handling escalated customer issues, and ensuring consistent service quality. Managing high-pressure situations and maintaining team morale during peak periods are also common. To address these, managers can implement clear escalation protocols, provide ongoing training, and foster open communication within the team. Regularly reviewing customer feedback and metrics helps identify areas for improvement, while supporting professional development keeps the team engaged and effective.

What does a Technical Support Manager do?

A Technical Support Manager oversees a team of technical support specialists who assist customers or clients with software, hardware, or technical issues. Their responsibilities include managing daily operations, training staff, developing support strategies, and ensuring high-quality customer service. They also analyze support metrics, handle escalated issues, and collaborate with other departments to improve products and services. Ultimately, their goal is to ensure efficient and effective resolution of technical problems while maintaining customer satisfaction.

What is the difference between Technical Support Manager vs Technical Support Specialist?

AspectTechnical Support ManagerTechnical Support Specialist
Required CredentialsBachelor's degree in IT, Computer Science, or related field; often leadership experienceAssociate's or Bachelor's degree; technical certifications (e.g., CompTIA, Microsoft)
Work EnvironmentSupervisory role overseeing support teams, managing escalationsHands-on technical support, troubleshooting customer issues
Employer & Industry UsageIT departments, tech companies, customer service centersHelp desks, technical support centers, IT service providers

The Technical Support Manager focuses on leading support teams, managing escalations, and strategic planning, while the Technical Support Specialist handles direct technical troubleshooting and customer assistance. Both roles require technical knowledge, but the manager's role emphasizes leadership and coordination.

What is it like to work at Pure Storage?

Pure Storage is a company that values innovation, collaboration, and customer satisfaction, fostering a dynamic and fast-paced work environment. The company's structure is organized into various teams, including engineering, sales, and customer success, with a focus on delivering high-quality products and services that meet the evolving needs of its customers. Working at Pure Storage may appeal to individuals who are passionate about technology, enjoy solving complex problems, and are motivated by the opportunity to contribute to the growth and success of a leading data storage company.
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Infographic showing various Technical Support Manager job openings at Pure Storage in the United States as of May 2026, with employment types broken down into 100% Full Time. Highlights an 86% Physical, and 14% Remote job distribution.
Senior Escalation Engineer (Shift: Saturday - Tuesday from 9:00 am - 7:00 pm MST)

Senior Escalation Engineer (Shift: Saturday - Tuesday from 9:00 am - 7:00 pm MST)

Pure Storage

Lehi, UT • On-site

$98.10K - $134.70K/yr

Full-time

Posted 7 days ago

Job description

Job Summary:
Pure Storage is reshaping the data storage industry, and they are seeking a Senior Escalation Engineer to champion customer success by resolving complex technical challenges. This role involves deep technical troubleshooting, cross-functional leadership, and mentorship to drive the 'Customer First' mission within the Everpure ecosystem.
Responsibilities:
• Lead High-Stakes Resolutions: Resolve complex, multi-dimensional technical escalations involving hardware, software, and environmental factors, ensuring professional and concise communication during critical "hot" incidents.
• Bridge the Engineering Gap: Collaborate directly with Engineering teams to triage defects, share field insights, and ensure technical knowledge trickles down to the broader support organization.
• Cultivate Technical Excellence: Act as a Subject Matter Expert (SME) by creating internal and customer-facing technical documentation (FAQs/KBs) and delivering specialized training to mentor and grow the talent of the support team.
• Own the Customer Experience: Proactively manage multiple high-severity projects simultaneously, representing Everpure externally while advocating for customer needs internally to influence product reliability.
• Drive Operational Readiness: Participate in on-call rotations, including weekends and holidays as required, to provide seamless global support for our mission-critical storage solutions.
Qualifications:
Required:
• Minimum four years experience in a customer-facing or technical support role.
• Expert-level ability to diagnose and resolve issues across complex multi-platform environments, including deep knowledge of Operating Systems (Linux/Windows), Networking protocols (DNS, TCP, FC, iSCSI), and Storage Area Networks (SAN/NAS).
• Specialized proficiency in Active Cluster and core technologies such as Performance, asynchronous replication, and Purity software, with the ability to triage and escalate issues to Engineering with precision.
• Proven track record of leading large, multi-participant customer calls and managing executive-level escalations with a focus on empathy, clarity, and technical authority.
• Demonstrated ability to build strong cross-departmental networks and a passion for teaching others, transitioning complex technical concepts into actionable team knowledge.
• Bachelor's Degree in lieu of experience.
Company:
Pure Storage is an all-flash enterprise storage company that enables broad deployment of flash in data centers. Founded in 2009, the company is headquartered in Santa Clara, USA, with a team of 5001-10000 employees. The company is currently Late Stage.
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About Pure Storage

Sourced by ZipRecruiter

Pure Storage, founded in 2009, is a technology company headquartered in Mountain View, CA, United States. They operate within the growing industry of data storage solutions and have made a name for themselves in developing all-flash storage hardware and software products. With their focus on delivering an effortless, efficient, and evergreen data platform, Pure Storage has managed to sustainably modernize storage through its Pure Storage FlashArray//m systems and other data-centric architectures that defy the limitations of traditional storage solutions. The company's mission is to enable businesses to improve their performance, gain a competitive advantage, and reduce their operational costs. One of their most notable achievements has been recognized as a leader in the 2019 Gartner Magic Quadrant for Solid-State Arrays for the sixth consecutive year.

Industry

It services

Company size

1,001 - 5,000 Employees

Headquarters location

Mountain View, CA, US

Year founded

2009

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