Technical Services Engineer, FlashBlade (YK)

Description

The company is NYSE-listed (ticker P) and has moved from storage hardware into a data platform business. It reported $3.7 billion in revenue for fiscal 2026, including its first billion-dollar quarter, and expects growth to accelerate into FY27.

Its customers span hyperscalers, AI labs, the AI hardware supply chain, data platform providers and the wider AI ecosystem.

This role sits in Technical Services, which runs 24x7 support centers in North America, Asia and Europe. You would join the 24x7 support team in Dun Laoghaire, Dublin.

You would investigate problems that may involve hardware, software or environmental factors in the company's FlashBlade file and object storage product, and work with engineers in other departments to resolve them.

The company's values are persistence, creativity, teamwork, ownership and putting the customer first.

Responsibilities

• Find out what the customer expects before you start working on a problem.
• Handle support cases of every severity level, from triage to resolution.
• Track each customer issue to closure in the ticket system and keep ownership of it.
• Write all customer-facing messages yourself, keeping them short and professional.
• Write FAQ and knowledge base articles for internal or customer use, and share what you learn.
• Coach and train junior support engineers.
• Juggle several projects and support cases at once.
• Advocate for customer issues inside the company and speak for the company to customers.
• Run large calls with many participants, including urgent escalations.
• Take weekend, holiday and on-call work when needed.

Requirements

• You have at least 3 years of experience in an enterprise-level technical support role.
• You are willing to work Monday to Friday, 7am to 4pm, onsite in Dun Laoghaire.
• You have a record of troubleshooting complex systems and configurations that span several platforms and vendors.
• You have a record of solving customer problems and escalations using internal and external resources.
• You have supported both hardware and software products.
• You can triage issues and pass them to the right engineering teams when needed.
• You can troubleshoot Fibre Channel, Ethernet, IP and iSCSI, and you understand enterprise server components well.
• You are proficient in object and file storage, or in AWS S3.
• You can triage, analyze and resolve problems in Ethernet, IP and high-performance file and object storage communication layers.
• You have working knowledge of Linux, Windows, VMware, LANs, WANs and storage area networks.
• You can troubleshoot networking, replication, performance and space issues.
• You stay organized and manage your time well.
• You communicate clearly and give excellent customer service.
• You hold a bachelor's degree in computer science or a related technical field, or you have equivalent relevant experience.

Conditions

The role is onsite in Dun Laoghaire, Dublin, on a Monday to Friday, 7am to 4pm shift.

On-call, weekend and holiday work is required as needed.

Day-to-day work is largely self-directed, with general guidance on new assignments.

The company is an equal opportunity employer.

Benefits

• Flexible time off to help you keep a healthy balance.
• Wellness resources.
• Company-sponsored team events.