Cloud Native Escalation Engineer
Everpure · Posted Oct 8
Enterprise data storage and management platform for apps, analytics, and AI
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About the role
Portworx by Everpure provides a distributed storage platform that enables stateful containers in production, with integrated controls for container schedulers such as Kubernetes, Mesosphere, Rancher, Nomad, and Docker Swarm, serving Global 2000 enterprises and cloud-native startups on-premises and in public clouds. The role sits in the Technical Services COE as a senior Portworx Escalation Engineer, acting as the final support tier before escalation to development. This engineer will troubleshoot the most complex customer cases, collaborate with Engineering on root cause and code fixes, mentor Technical Service Engineers, and drive down future escalations.
What you will do
- Offer technical expertise throughout all phases of the Portworx case management process for issues encountered in the field.
- Provide initial code review and analysis of current issues.
- Resolve escalated service requests while maintaining a high level of service engagement, communication, and composure.
- Collaborate with customers and cross functional team members to troubleshoot and resolve escalated cases.
- Act as the conduit between Technical Services and Engineering teams.
- Proactively identify and resolve systemic issues in the field.
- Mentor and coach TSEs and cross functional team members.
- Assume ownership of communications for assigned issues, ensuring clarity and professionalism.
- Share and document knowledge through FAQ/KB articles, both internal and customer-facing.
- Manage multiple projects/support cases concurrently.
- Participate in a weekly on-call rotation.
- Thrive as a team player in fast-paced and startup environments.
- 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.
Skills used in this role
What the employer is looking for
- We're looking for candidates with experience in supporting SaaS environments with a background in compute infrastructure, storage infrastructure, and container ecosystems, both on-premise and in the cloud. Technical expertise with one or more cloud providers (such as AWS, GCP, or Azure) is essential. Proficiency in Portworx, Kubernetes, Docker, Tanzu, VMware container solutions (CKA certification is required). Experience with one or more devops tools like Ansible, Chef, Puppet, Terraform is required.
- Your experience in a senior-level customer-facing role, providing various levels of technical guidance, will be pivotal. Furthermore, your ability to communicate effectively and work closely with our Product Development team for customer escalations will greatly contribute to the success of this role. You will be expected to resolve customer problems and escalations using appropriate resources.
- Bachelor's degree in Computer Science (Master's preferred) or a minimum of eight years of experience in customer-facing technical support work.
- Experience in supporting SaaS products, with working knowledge of Portworx.
- Demonstrated working experience supporting vSphere, Kubernetes, Containers, and Public Cloud platforms.
- Strong written, verbal, and collaboration skills.
- Strong understanding of GoLang.
- Minimum of 10 years experience in supporting production applications either on premises or in a cloud environment.
Benefits and support
- Flexible time off
- Wellness resources
- Company-sponsored team events
About Everpure
Everpure is an enterprise data storage and management company that unifies all data with an enterprise data cloud, making it easy to manage and get AI-ready fast. Formerly known as Pure Storage, the company delivers an industry-leading, ever-evolving storage and data management platform.
- Industry
- Data Storage
- Company size
- 6000+ employees
- Founded
- 2009
- Location
- Santa Clara, California, USA
- Funding stage
- Public Company
Funding
Public Company · $470M raised
- 2013-08-29Series E$150M
- 2014-04-23Series F$225M
Leadership
Chairman and CEO
Rob Lee
Chief Technology Officer
Dan FitzSimons
Chief Revenue Officer
Recent coverage
PRNewswire
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PRNewswire
Everpure to Join the S&P 500September 8, 2026
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