Designated Services Engineer (Shift: 7:00 AM to 4:00 PM Mountain Time)

About the role

The Designated Support Engineer (DSE) plays a critical role in ensuring the mission-critical infrastructure of our most strategic accounts runs smoothly on the Everpure Platform. This position bridges the gap between technical troubleshooting and relationship management, acting as a trusted advisor to drive customer success and product excellence.

Responsibilities

• 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.

Requirements

• A minimum of 3 years of experience in a professional enterprise level technical support role.
• 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).
• Proficient in troubleshooting Fibre Channel, Ethernet, IP, and iSCSI protocols, with a strong understanding of enterprise server components (CPU, Chipset, Memory) and Hypervisors.
• Exceptional ability to translate technical jargon into business-impact language for executive leadership while building trust-based relationships with technical stakeholders.
• 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.

Qualifications

• Experience with advanced networking and infrastructure, including proficiency in troubleshooting Fibre Channel, Ethernet, IP, and iSCSI protocols.
• Knowledge of enterprise server components (CPU, Chipset, Memory) and Hypervisors.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders.
• Ability to work independently and as part of a team, with the ability to handle multiple tasks and prioritize effectively.

Skills

• Technical Troubleshooting Mastery
• Consultative Communication
• Operational Agility

Benefits

• Flexible Time Off
• Wellness Resources
• Company-Sponsored Team Events

Pay

The Annual Base Salary Range is $82,000—$123,000 USD.

Schedule

This role is primarily an in-office environment, requiring compliance with Everpure's policies, unless on PTO, work travel, or other approved leave.