[Hiring] Support Account Manager @E Logic

Role Description

Seeking a highly experienced Support Account Manager to provide leadership and technical expertise in managing support operations, incident escalation, and client coordination for a government Pure Storage infrastructure environment. This role leads the way towards ensuring the 1-hour critical response SLA is met and that all support activities are coordinated efficiently across the agency's critical data storage needs.

This is a non-personal services contract position. The contractor employee reports directly to the Prime Contractor for HR, disciplinary, and administrative matters, while receiving work direction from the Government Technical Representative and the Contracting Officer's Representative (COR). This is a remote position with occasional on-site requirements as directed by the Government.

Key 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.

Qualifications

• High School Diploma or equivalent.
• Current Pure Storage technical certification (e.g., FlashArray Implementation, FlashArray Support, or equivalent).
• 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.
• U.S. Citizenship required.
• Must meet minimum DoD SUITABILITY requirements for Entry on Duty (EOD) unless otherwise indicated.
• Fluent in written and verbal English.
• Proficiency in using Pure Storage management tools, Pure1, and DoD-approved test reporting formats.

Preferred Qualifications

• 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.

Additional Requirements

• Must comply with all DoD security regulations and safeguard Controlled Unclassified Information (CUI).
• Must pass background checks and suitability determinations.
• Must complete DoD Information Technology Security Awareness Training annually.
• Must sign and comply with DoD Rules of Behavior.
• Must maintain Pure Storage certification currency.

Schedule & Work Conditions

• Hours: Up to 40 hours per week, Monday-Friday, normal business hours (7:30 AM - 6:00 PM EST), excluding Federal holidays.
• Overtime: Only permitted at the Government's discretion.
• 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).

Equal Opportunity Employer

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.