Since our founding in 2009, Pure Storage has empowered innovators to build a better world with data. In less than eight years, Pure reached $1B in sales, faster than nearly every enterprise company in history, and our incredible growth continues to outpace the competition.

Our mission? Give technologists their time back by delivering a modern data experience that empowers organizations to run their operations as a true, automated, storage as-a-service model seamlessly across multiple clouds. 

The secret sauce? More than 3,000 team members (and growing!) around the world who join forces to invent the next big thing. And then the next one. 

We’ve only scratched the surface of our ambitions , and as we continue to gobble up market share, we’re blazing trails and setting records: 

  • For seven straight years, Pure has been named a leader in the Gartner Magic Quadrant (five years in the MQ for Solid-State Arrays, and two in the newly created MQ for Primary Storage).
  • Our customer-first culture and unwavering commitment to innovation have earned us a 2020 Medallia Net Promoter Score , certified by Owen CX, in the top 1% of B2B companies .

If you, like us, say “bring it on” to exciting challenges that change the world, we have endless opportunities where you can make your mark.

What You Will Be Doing

We’re looking for an experienced Escalation Manager to act as the technical and management liaison between our customers and our TAC resources, such as Technical Support and Engineering Escalations, as well as other corporate resources including Sales and Marketing.

You will be the point of contact within Pure for both pre and post-sales escalation issues and you will be responsible for facilitating communication with our partners, customers, our sales offices (both regional and HQ). Primary responsibilities will be the coordination of communications among all these units, tracking and communicating all regional escalations, driving issues through to resolution, identifying trends, performing post-action reviews, root cause analysis, and implementing preventive and corrective actions. You will regularly interact with senior members of the Global Support Management Team, as well as with senior members of the Sales and Engineering teams.

  • Once engaged, you will be primary representative for Pure's support organization for all things related to the escalation and coordinating communication and progress updates for Pure support for customers, partners and Pure Sales.
  • Responsible for managing critical escalations from initial report to closure including  delivering and reviewing root cause analysis Root Cause Analysis
  • Advocate customer needs/issues cross-organizations, ensure the customer's voice is heard, develop and maintain strong relationships with clients and understand client processes, teams, and environment to expedite engagement and time to resolution.
  • Manage customer escalations, take ownership of a crisis from beginning to end while working with cross-functional teams to ensure appropriate resources have been engaged to resolve the issue and deliver any follow-through actions. 
  • Proactively identify product defects and drive visibility through the engineering org in order to ensure resolution to critical issues are prioritized.

What You Bring to the Team

  • Minimum of 7 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
  • Customer focused, understanding the customer requirements and delivering on commitments while working with field teams, GSAMs and backend resources
  • Must be fluent in English; bilingual in English and another language a plus. 
  • Strong written, verbal and presentation skills including the ability to deliver technical RCA documents.
  • Able to multitask with a strong sense of urgency and be available to manage crisis situations outside of normal working hours.  
  • Remain calm in highly stressful situations and commitment to problem-solving with the customer being the prime focus with engagements with major accounts at all levels
  • Potential travel to client locations
  • Ability to work one weekend day a week (Saturday or Sunday) 
  • Able to work  8 am - 4 pm or 9 am - 5 pm shift


Pure is where you ask big questions, think differently, and make an impact. This is not just a job, but a place where you have a voice and can accelerate your career. We value unique thoughts and celebrate individuality, and with ample opportunity to learn, develop yourself, and expand into different roles, joining Pure is an investment in your career journey.

Through our Pure Equality program, which supports a flourishing field of employee resource groups, we nourish the personal and professional lives of our team members. And our Pure Good Foundation gives back to local and global communities through volunteering and grants.

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.


Research shows that in order to apply for a job women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. You don't have to meet all the job requirements. If you believe you can do the job and are a good match, we encourage you to apply.

Pure is proud to be an equal opportunity and affirmative action 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. 

If you need assistance or an accommodation due to a disability, you may contact us at .


If you're wondering how or why Pure collects or uses information you provide, we invite you to check out our Applicant & Candidate Personal Information Protection Notice .


Some positions may require a deemed export license for compliance with applicable laws and regulations. Please note: Pure does not currently sponsor deemed export license applications so we are unable to proceed with applicants requiring stated sponsorship.

Escalation Manager

Apply On Company Site
Back to search page