Global Resolution Engineer

🕒 October 19

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👷🏻‍♀️ Engineer

👻 Ghost score 10%

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WEKA

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

🤖 Artificial Intelligence

🏢 Enterprise

🤝 B2B

💰 $140M Series E - WEKA on 2024-05

Artificial Intelligence • Enterprise • B2B

WEKA is an enterprise-focused company that provides an "AI-Native Data Platform." The available materials reference a WEKA support portal used for customer access and account management, indicating the company offers platform software and support for AI/data workloads aimed at business customers.

📋 Description

• Own complex escalations end to end, from first analysis to permanent fix, including direct engagement on customer bridges during critical incidents • Analyze the complete solution stack across applications, GPU and compute, clients, network fabric, storage, and cloud to isolate root causes • Identify patterns across cases, customers, and versions; determine fleet exposure and drive proactive action • Resolve issues within the team or deliver R&D-ready defects with reproduction steps, evidence, and root-cause hypotheses • Author and maintain Known Issues, WEKA Technical Advisories, and Knowledge Base articles • Turn recurring escalations into product and process improvements • Build and improve analysis tools and automation for the Support organization • Mentor Customer Success engineers and raise technical standards • Deliver technical training for Customer Success, new hires, and cross-team knowledge sharing • Participate in on-call rotations for 24/7 coverage • Act as subject matter expert for NCP and DGX Cloud environments, reference architectures, benchmark tooling, and joint troubleshooting with NCP and NVIDIA engineers

🎯 Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent practical experience) • 10+ years in advanced technical support, sustaining engineering, SRE, or systems engineering roles with direct customer exposure • Proven track record of resolving complex issues in distributed systems • Track record of turning individual escalations into systemic fixes: product changes, advisories, or tooling • Experience working directly with customers during critical, high visibility incidents • Experience partnering with engineering teams on defect resolution, including reproduction and root cause evidence • Excellent written and spoken English • Willingness to work flexible hours as part of a global team • Systems thinking across network, kernel, storage, and application layers • Deep Linux expertise, including kernel, memory management, NUMA, CPU scheduling, and drivers • Experience with distributed storage or parallel file systems • High performance networking: RDMA, RoCE, InfiniBand, and Ethernet • Advanced debugging using core dump and log analysis at scale, perf, eBPF, gdb, and source code reading • Performance analysis using metrics and data-driven hypothesis testing • Experience with GPU and AI workloads, GPUDirect Storage, and NVIDIA DGX, SuperPOD, or NCP reference architecture environments is strongly preferred • Experience with public cloud (AWS, Azure, GCP, OCI), Kubernetes, containerization, and virtualization is a plus • Knowledge of NFS, SMB, S3, DPDK, UCX, and automation tools such as Python, Bash, Ansible, and Terraform is a plus

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