Designated Services Engineer, Flash Array

THE ROLE

The Designated Services Engineer is the primary technical point of contact for designated Lifecycle Service accounts and owns case progress through the full lifecycle. The role provides tailored, customer-specific support including technical case management, incident review, log analysis, ongoing case tracking, and stakeholder coordination to drive efficient resolution of reactive issues. The DSE maintains oversight of the account, including work handled by pooled DSE support where needed, and keeps a regular customer engagement cadence.

WHAT YOU'LL DO

• Own the majority of support activity and case progress for assigned accounts from open through resolution.
• Proactively monitor case progress and risks, review and prioritise open cases daily, and maintain timely follow-up on pending actions, dependencies and customer commitments.
• Coordinate across support, engineering, escalation teams and account teams while maintaining end-to-end technical ownership.
• Provide clear and consistent communication on status, next steps and technical direction for both customers and internal stakeholders.
• Author and coordinate incident reports and Root Cause Analyses when required, including technical analysis, root cause and remediation actions.
• Maintain full visibility of open and outstanding cases across the account and drive progression in line with impact and priority.
• Support regular customer engagement cadence and contribute case history, trend analysis and preventative recommendations where appropriate.

WHAT YOU BRING

The right person for this role is a strong technical operator who is comfortable taking ownership of complex customer issues, coordinating across multiple teams, and driving cases forward with pace and discipline. They should be able to manage escalations calmly, communicate clearly, and build trust with both customer stakeholders and internal account teams.

• Strong enterprise technical support or case management background
• Comfortable handling escalations and high-impact customer situations
• Able to work cross-functionally with support, engineering and escalation teams
• Strong written communication skills for status updates, incident reports and RCA content
• Good judgement in prioritising competing issues and keeping momentum on open actions
• Able to engage professionally with customers and internal stakeholders in a structured, consistent way

We are primarily an in-office environment and therefore, you will be expected to work from the Dun Laoghaire office in compliance with Everpure's policies, unless you are on PTO, or work travel, or other approved leave.

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