📍 Job Overview

Job Title: Portworx Escalation Engineer
Company: Pure Storage
Location: Bengaluru, Karnataka, India
Job Type: On-site
Category: Technical Support & Customer Success
Date Posted: July 22, 2025
Experience Level: 10+ years

🚀 Role Summary

Key Responsibilities: Tackle intricate customer issues, serve as the final support tier, provide technical expertise and troubleshooting assistance, collaborate with customers and cross-functional teams, identify and resolve systemic issues, mentor and coach team members, and manage multiple support cases concurrently.
Key Skills: SaaS support, compute infrastructure, storage infrastructure, container ecosystems, cloud providers, Portworx, Kubernetes, Docker, DevOps tools (Ansible, Chef, Puppet, Terraform), GoLang, technical support, and customer engagement.

💻 Primary Responsibilities

Escalation & Troubleshooting: Tackle complex customer issues, provide code review and analysis, and resolve escalated service requests while maintaining high service engagement and communication.
Collaboration & Knowledge Sharing: Collaborate with customers and cross-functional teams to troubleshoot and resolve escalated cases, mentor and coach team members, and share knowledge through FAQ/KB articles.
Systemic Issue Resolution: Proactively identify and resolve systemic issues in the field, and minimize escalations to the development team.
Project & Support Case Management: Manage multiple projects/support cases concurrently and participate in a weekly on-call rotation.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science (Master's preferred) or a minimum of eight years of experience in customer-facing technical support work.

Experience:

Experience in supporting SaaS products, with working knowledge of Portworx.
Demonstrated working experience supporting vSphere, Kubernetes, Containers, and Public Cloud platforms.
Minimum of 2 years experience in supporting production applications either on-premises or in a cloud environment.

Required Skills:

Strong written, verbal, and collaboration skills.
Strong understanding of GoLang.

Preferred Skills:

Experience with one or more cloud providers (such as AWS, GCP, or Azure).
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.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.
Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: INR 2,500,000 - 3,500,000 per annum (Estimated based on industry standards for senior technical support roles in Bengaluru)

Benefits:

Flexible Time Off
Wellness Resources
Company-Sponsored Team Events

Working Hours: 40 hours per week, with a weekly on-call rotation.

🎯 Team & Company Context

Company Culture:

Industry: Data storage and management.
Company Size: Medium to large (1,001-5,000 employees).
Founded: 2011.
Team Structure: The Technical Services COE team consists of Technical Service Engineers (TSEs) and Escalation Engineers (EEs). EEs serve as the final support tier before escalation to development.
Development Methodology: Agile/Scrum methodologies, with a focus on continuous improvement and customer satisfaction.

Company Website: Pure Storage

📈 Career & Growth Analysis

Web Technology Career Level: Senior Technical Support & Customer Success.

Reporting Structure: Reports directly to the Technical Services Manager.

Technical Impact: Directly impacts customer satisfaction and resolution of complex technical issues.

Growth Opportunities:

Technical Growth: Develop expertise in Portworx, Kubernetes, and other relevant technologies. Contribute to the improvement of support processes and documentation.
Leadership Growth: Mentor and coach TSEs, and potentially take on leadership roles within the Technical Services team.

🌐 Work Environment

Office Type: On-site, with a flexible work-from-home policy for approved leave or work travel.

Office Location(s): Bangalore, India.

Workspace Context:

Collaborative workspace with a focus on knowledge sharing and continuous learning.
Access to relevant tools and resources for troubleshooting and support case management.
Opportunities for cross-functional collaboration with other teams, such as Product Development and Sales.

Work Schedule: Standard work hours with a weekly on-call rotation for support case management.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: Technical assessment and cultural fit evaluation.
On-site Interview: Technical deep dive, case study presentation, and final evaluation.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation:

Brush up on Portworx, Kubernetes, and other relevant technologies.
Prepare for case study presentations and technical deep dives.
Familiarize yourself with the company's products and services.

ATS Keywords: SaaS Support, Compute Infrastructure, Storage Infrastructure, Container Ecosystems, Cloud Providers, Portworx, Kubernetes, Docker, DevOps Tools, Ansible, Chef, Puppet, Terraform, GoLang, Technical Support, Customer Engagement.

📌 Application Steps

To apply for this Portworx Escalation Engineer position:

Submit your application through the provided link.
Tailor your resume to highlight relevant technical support and customer success experience, as well as proficiency in the required technologies.
Prepare for the technical assessment and case study presentation by brushing up on your technical skills and understanding the company's products and services.
Research the company and the Portworx product to demonstrate your enthusiasm and understanding during the interview process.

📝 Enhancement Note: This role is well-suited for a support professional with robust interpersonal skills, seeking a dynamic, high-performance, entrepreneurial work environment. The ideal candidate should embrace the unpredictable nature of daily work in a rapidly expanding business.

Escalation Engineer, Portworx