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

Everpure (NYSE: P) has evolved from storage pioneer to data platform, closing fiscal 2026 with $3.7 billion in revenue, its first billion-dollar quarter, and accelerating growth into FY27. Our strategic agenda spans the companies defining the next era of technology - hyperscalers, AI labs, the AI hardware supply chain, data platform providers, and the broader AI ecosystem. This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us. 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. #LI-ONSITE     Salary ranges are determined based on role, level and location. For positions open to candidates in multiple geographical locations, the base salary range is reflective of the labor market across the applicable locations.  This role may be eligible for incentive pay and/or equity.  There is no application deadline and we accept applications on an ongoing basis until the job is filled. The annual base salary range is: $182,000 — $273,000 USD WHAT YOU CAN EXPECT FROM US: Innovation : We celebrate those who think critically, like a challenge, and aspire to be trailblazers. Growth : We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortune's Best Workplaces in Technology™, Fortune's Best Workplaces in the Bay Area™, and certified as a Great Place to Work®! Team : We build each other up and set aside ego for the greater good. And because we understand the value of bringing your full and best self to work, we offer a variety of perks to manage a healthy balance, including flexible time off, wellness resources, and company-sponsored team events. Check out http://benefits.everpuredata.com/ for more information. ACCOMMODATIONS AND ACCESSIBILITY: Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@purestorage.com if you’re invited to an interview. OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM: We’re forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isn’t just accepted but embraced. That’s why we are committed to fostering the growth and development of every person, cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership. Everpure is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire. Join us and bring your best. Bring your bold. Pure and simple.