Note: The job is a remote job and is open to candidates in USA. E-Logic, Inc. is seeking a highly experienced Support Account Manager to lead support operations for a government Pure Storage infrastructure environment. The role manages support tickets, incident escalations, client coordination, SLA compliance, monitoring, technical assistance, and backup support for government program operations.
Responsibilities
- Serve as the primary point of contact for managing support tickets, escalating critical issues, and coordinating quarterly health checks
- Provide unlimited 24/7/365 remote technical assistance via phone, email, and web portal with a maximum response time of one (1) hour for critical issues
- Ensure the 1-hour critical response SLA is met and documented
- Coordinate with the Pure Storage Certified Engineer and Storage Solutions Architect on escalated incidents
- Maintain proactive monitoring through Pure1 or equivalent remote monitoring platforms
- Proactively detect, report, and resolve potential system issues before they impact operations
- Provide rapid and effective resolution for all hardware and software-related incidents to minimize mission impact
- Advise project teams and Senior Management on alternative analysis regarding support operations and compliance
- Advise on how to use support design standards, pattern and code libraries, developer technical guidance, and support testing tools
- Advise on support review of IT products going through the department's enterprise architecture and network service change processes
- Serve as a back-up to the Government Support Program Manager, as needed
- Provide back-up support to assist in implementing the Headquarters' Support Program
- Maintain up-to-date Pure Storage certifications throughout the life of the task order
- Participate in events and other activities where presentations or contractor presence is required
- Ensure all materials for events are prepared, delivered, and accessible
Skills
- Education: High School Diploma or equivalent
- • Current Pure Storage technical certification (e.g., FlashArray Implementation, FlashArray Support, or equivalent)
- • Must possess and maintain certification throughout the life of the task order
- • Minimum of three (3) years of experience in a support account management or customer success role
- • Minimum of two (2) years of experience supporting Pure Storage environments
- • Minimum of two (2) years of experience managing support tickets and escalations in a government environment
- • Minimum of three (3) years of experience supporting ICT project and acquisition efforts with addressing support requirements at defined stages throughout the project life cycle
- • Strong knowledge of Pure Storage architectures, including FlashArray//X, //C, and //RC20
- • Familiarity with Evergreen//Forever subscription models
- • Understanding of SAN, iSCSI, Fibre Channel, and NVMe protocols
- • Broad knowledge of DoD Security Technical Implementation Guides (STIGs)
- • Broad knowledge of the Revised Section 508 Standards
- Citizenship: U.S. Citizenship required
- Security: Must meet minimum DoD SUITABILITY requirements for Entry on Duty (EOD) unless otherwise indicated
- Language: Fluent in written and verbal English
- Technical Skills: Proficiency in using Pure Storage management tools, Pure1, and DoD-approved test reporting formats
- • Must comply with all DoD security regulations and safeguard Controlled Unclassified Information (CUI)
- • Must complete DoD Information Technology Security Awareness Training annually
- • Must sign and comply with DoD Rules of Behavior
- • Must maintain Pure Storage certification currency
- Hours: Up to 40 hours per week, Monday-Friday, normal business hours (7:30 AM - 6:00 PM EST), excluding Federal holidays
- Telework: Remote; occasional on-site support may be required as directed by the Government
- Travel: Not authorized
- Place of Performance: Remote (primary); JFRC Cheyenne, WY (if on-site support is requested)
- • Experience serving as a back-up to a Government Support Program Manager
- • Experience advising project teams and Senior Management on support compliance
- • Experience with DoD enterprise architecture and network service change processes
- • Experience developing and implementing scalable support compliance practices across large organizations
- • Familiarity with the Harmonized ICT Testing Baseline for Web (where applicable to storage management interfaces)
- • Experience with Accessibility Compliance Management System (ACMS) or similar ticketing systems
- • Experience with Pure Storage support operations in a DoD environment
Benefits
- Remote work; occasional on-site support may be required as directed by the Government
Company Overview