THE ROLEAs a
Designated Support Engineer (DSE), you will be the technical anchor for our most strategic accounts, ensuring their mission-critical infrastructure thrives on the
Everpure Platform. You will bridge the gap between complex technical troubleshooting and relationship management, acting as a trusted advisor who transforms potential disruptions into seamless operations. Joining a team with industry-leading NPS scores, you'll collaborate closely with Engineering and Account teams to champion customer success and drive product excellence.
WHAT YOU'LL DO- Drive Account Health and Stability: Act as the primary technical point of contact for named accounts, proactively identifying potential system risks and providing tailored architectural guidance to ensure long-term uptime.
- Orchestrate Complex Resolution: Lead the end-to-end troubleshooting of high-impact cases involving hardware, software, and environmental variables, ensuring a rapid return to service while maintaining professional, concise executive communications.
- Champion the Customer Voice: Represent customer needs in internal engineering reviews and lead high-stakes "hot" escalation calls, translating technical challenges into actionable product improvements.
- Scale Collective Intelligence: Mentor junior engineers through structured coaching and contribute high-quality technical documentation (FAQs/KBs) to the global Support knowledge base.
- Manage Critical Escalations: Own the lifecycle of support tickets from intake to resolution, maintaining accountability for KPIs related to response times and customer satisfaction.
WHAT YOU BRING- Experience: A minimum of 3 years of experience in a professional enterprise level technical support role.
- Technical Troubleshooting Mastery: Demonstrated expertise in diagnosing and resolving complex issues within multi-platform environments, including deep knowledge of operating systems (Linux, Windows, VMware) and Storage Area Networks (SAN).
- Advanced Networking & Infrastructure Savvy: Proficient in troubleshooting Fibre Channel, Ethernet, IP, and iSCSI protocols, with a strong understanding of enterprise server components (CPU, Chipset, Memory) and Hypervisors.
- Consultative Communication: Exceptional ability to translate technical jargon into business-impact language for executive leadership while building trust-based relationships with technical stakeholders.
- Operational Agility: Proven capability to manage multiple high-priority projects and support cases simultaneously, with the flexibility to support weekend, holiday, or on-call rotations as needed.
We are primarily an in-office environment and therefore, you will be expected to work from the Lehi office in compliance with Everpure's policies, unless you are on PTO, or 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:
$82,000-$123,000 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 purebenefits.com for more information.
