ИрландияDesignated Services Engineer, Flash Array
6 дн. назад
Ирландия
log analysisincident reviewcase management
Primary technical contact for designated lifecycle service accounts providing tailored technical case management and customer support to drive issue resolution.
Обязанности
- The Designated Services Engineer is the primary technical point of contact for designated Lifecycle Service accounts and owns case progress through the full lifecycle. The role provides tailored, customer-specific support including technical case management, incident review, log analysis, ongoing case tracking, and stakeholder coordination to drive efficient resolution of reactive issues. The DSE maintains oversight of the account, including work handled by pooled DSE support where needed, and keeps a regular customer engagement cadence.
- Own the majority of support activity and case progress for assigned accounts from open through resolution.
- Proactively monitor case progress and risks, review and prioritise open cases daily, and maintain timely follow-up on pending actions, dependencies and customer commitments.
- Coordinate across support, engineering, escalation teams and account teams while maintaining end-to-end technical ownership.
- Provide clear and consistent communication on status, next steps and technical direction for both customers and internal stakeholders.
- Author and coordinate incident reports and Root Cause Analyses when required, including technical analysis, root cause and remediation actions.
- Maintain full visibility of open and outstanding cases across the account and drive progression in line with impact and priority.
- Support regular customer engagement cadence and contribute case history, trend analysis and preventative recommendations where appropriate.
Требования
- The right person for this role is a strong technical operator who is comfortable taking ownership of complex customer issues, coordinating across multiple teams, and driving cases forward with pace and discipline. They should be able to manage escalations calmly, communicate clearly, and build trust with both customer stakeholders and internal account teams.
- Strong enterprise technical support or case management background
- Comfortable handling escalations and high-impact customer situations
- Able to work cross-functionally with support, engineering and escalation teams
- Strong written communication skills for status updates, incident reports and RCA content
- Good judgement in prioritising competing issues and keeping momentum on open actions
- Able to engage professionally with customers and internal stakeholders in a structured, consistent way
- We are primarily an in-office environment and therefore, you will be expected to work from the Dun Laoghaire office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.
- #LI-ONSITE
Другое
- 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.
- 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 for more information.
- Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this, contact us at TA-Ops@.com if you’re invited to an interview.
- 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.