Role overview

This position offers a dedicated technical support role focused on FlashArray storage systems for high-value enterprise customers. You will serve as the primary technical contact for assigned accounts, moving beyond standard support queue interactions to provide end-to-end ownership of complex technical outcomes and customer relationships.

Key responsibilities

Act as the single technical authority for assigned enterprise accounts, taking full ownership of customer cases, leading critical escalation discussions, and maintaining long-term account health and satisfaction.
Perform in-depth root-cause analysis and advanced troubleshooting across FlashArray hardware, Purity operating systems, network connectivity, and performance issues to deliver complete resolutions for enterprise clients.
Work directly with customer engineering teams to coordinate software upgrades, maintenance activities, and change control procedures that minimize downtime and operational risk.
Collaborate with Support Account Managers and internal engineering teams to streamline issue resolution workflows, refine support processes, and contribute documentation to strengthen organisational FlashArray knowledge.

Requirements

Possess 5–10 years of hands-on experience with enterprise block storage systems, including deep knowledge of SAN architectures, Fibre Channel, iSCSI, NVMe-oF, and core networking protocols such as TCP/IP, DNS, and routing.
Demonstrate strong proficiency with Linux and Windows operating systems and proven ability to investigate and resolve complex issues involving FlashArray replication, capacity, availability, and performance.
Communicate clearly and professionally in both written and spoken English, with the emotional intelligence to manage high-stakes customer situations and defuse sensitive incidents.
Work independently to manage multiple priorities while maintaining effective collaboration across global teams, backed by strong analytical and problem-solving capabilities.
Be willing and able to travel 5–10% to customer sites as required for account alignment, critical escalations, or business reviews.

What makes this role worth considering

You will work in an in-office environment based in Melbourne, joining a company recognised as a Fortune Best Workplace in Technology and certified as a Great Place to Work. The organisation offers flexible time off, wellness resources, and company-sponsored team events to support work-life balance, alongside genuine opportunities for professional growth and contribution to meaningful work.