SHOULD YOU ACCEPT THIS CHALLENGE...
- Purity Environment Upgrade (65% of work) Proactively seek to understand customer expectations.
- Involves change controls, scheduling windows, compliance and activity to upgrade Pure Storage systems within customer environments. Maintain install base requirements with customers and their arrays.
- Apply best practices and maintenance.
- Upgrade customer arrays to the latest software version.
Global - Insight and/or Cloud Insight support tickets (proactive tickets) (30% of work)
- Ensure RMA requests are processed promptly and accurately Triage support cases based on severity level
Own and track customer issues using our ticket tracking system - Communication - part of upgrade and maintenance (proactive tickets)
- Maintain communications with customers on the progress of their cases.
- All communication should be professional, complete, well-formatted, and consistent with prior communications.
- Applies documented troubleshooting steps to resolve routine issues.
- Notify a Support Manager of critical customer issues.
- CSS Overflow (5% of work)
- Engaging customers via live phone calls, and connecting with the best resource.
- Weekend, holiday, and on call duties as required
- You will be based in Singapore. As this is an office-centric role, you are expected to be present in the office for 4 days a week. As outlined in Pure's Hybrid Work Policy, there will be variations over periods of time, depending on business need.
