Principal Escalation Engineer (Shift: Mon - Fri, 9:00 AM to 6:00 PM PST)

THE ROLE

As a Senior Escalation Engineer, you will champion customer success by resolving the industry's most complex technical challenges. You will serve as a critical bridge between our frontline support and Engineering, ensuring high-stakes issues are resolved while driving product improvements. This role is a unique blend of deep technical troubleshooting, cross-functional leadership, and mentorship, making you a key driver of our "Customer First" mission within the Everpure ecosystem.

WHAT YOU'LL DO

• 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.

WHAT YOU BRING

• Experience: Minimum four years experience in a customer-facing or technical support role.
• Advanced Technical Troubleshooting: 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).
• Domain Expertise: 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.
• Strategic Communication: Proven track record of leading large, multi-participant customer calls and managing executive-level escalations with a focus on empathy, clarity, and technical authority.
• Collaborative Leadership: 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.

In-Office Commitment: We are primarily an in-office environment and therefore, you will be expected to work from the Santa Clara office in compliance with Everpure’s policies, unless you are on PTO, work travel, or other approved leave.

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