Sr. Escalation Engineer

About the Position

Join Everpure as a Sr. Escalation Engineer to drive customer trust and operational stability in complex storage environments.

Responsibilities

• 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.

Requirements

• 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 Offer

• 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.

About the Company

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.

Join us and bring your best.

Bring your bold.

Pure and simple.