Sr. Escalation Engineer
Everpure · Posted Oct 13
Enterprise data storage and management platform for apps, analytics, and AI
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About the role
Everpure (formerly Pure Storage) is a data platform company whose strategic agenda spans hyperscalers, AI labs, the AI hardware supply chain, and data platform providers. This role sits on the FlashBlade team, which supports complex, enterprise-scale storage environments. As an Escalation Engineer you will act as the premier technical authority resolving high-impact customer issues, performing root-cause analysis, mentoring support engineers, and feeding customer insights back into Product Engineering.
What you will 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.
Skills used in this role
What the employer is looking for
- 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.
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
Everpure's Expanding Business Model Fuels New Long-Term OutlookSeptember 23, 2026
PRNewswire
Everpure to Join the S&P 500September 8, 2026
Computer Weekly
Everpure Channel Boss Encouraging Partners to Seize AI-Fuelled OpportunitiesOctober 1, 2026