Cloud Native Escalation Engineer

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.

THE ROLE

At Portworx by Everpure, our product enables stateful containers in production, and we've been recognized as a Gartner Cool Vendor. Our technology encompasses a distributed storage platform and integrated controls with container schedulers such as Kubernetes, Mesosphere, Rancher, Nomad, and Docker Swarm. Our diverse customer base ranges from Global 2000 enterprises to cloud-native startups, running workloads on-premises and in public clouds.

This is a senior technical role within the Technical Services COE team. As a Portworx Escalation Engineer (EE), you will need to tackle the most intricate and challenging customer issues, serving as the final support tier before escalation to development. You will offer technical expertise and troubleshooting assistance to Technical Service Engineers (TSEs) to resolve our most complex cases. If an issue persists or requires a code fix, you will effectively engage and communicate with development resources to identify root cause and present findings to our TSEs and customers to ensure timely resolution with the highest quality of service. The primary aim of this role is to minimize escalations to the Development team, identify opportunities for improvement, and to prevent future escalations from occurring. 

This position is well-suited for a support professional with robust interpersonal skills, seeking a dynamic, high-performance, entrepreneurial work environment. The ideal candidate should embrace the unpredictable nature of daily work in a rapidly expanding business.

WHAT YOU'LL DO

• Offer technical expertise throughout all phases of the Portworx case management process for issues encountered in the field.
• Provide initial code review and analysis of current issues. 
• Resolve escalated service requests while maintaining a high level of service engagement, communication, and composure.
• Collaborate with customers and cross functional team members to troubleshoot and resolve escalated cases. 
• Act as the conduit between Technical Services and Engineering teams. 
• Proactively identify and resolve systemic issues in the field. 
• Mentor and coach TSEs and cross functional team members.