Designated Services Engineer

🔥 0 minutes ago

🇺🇸 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

• Ensure WEKA's Customer Success and contribute to five-star Gartner reviews • Provide technical expertise to top-tier customers and strengthen customer relationships • Collaborate with Account Teams to understand customers' business requirements, technical needs, and system environments • Resolve technical issues, bridge gaps between customers and Engineering, and ensure a high level of service • Serve as the primary technical liaison between customers and Engineering regarding feature gaps, reliability concerns, and documentation improvements • Troubleshoot and resolve technical issues, escalating to Engineering when necessary • Provide feedback to Engineering to improve product supportability, usability, and serviceability • Support pre-sales engineers, partners, and resellers with technical expertise • Proactively monitor WEKA systems using remote monitoring tools • Own, track, and document customer issues via the ticketing system • Communicate with customers, partners, and internal teams • Contribute to internal and customer-facing documentation, including FAQs and knowledge-base articles • Manage multiple projects and support cases concurrently • Advocate for customer concerns and represent WEKA externally • Develop subject matter expertise in WEKA and customer technologies • Participate in on-call, follow-the-sun support rotations as needed • Work alternative hours, including nights, weekends, and holidays, and potentially travel regionally or internationally

🎯 Requirements

• 10+ years in customer-facing technical roles, solving complex enterprise infrastructure issues • Ability to diagnose hardware failures, network congestion, and performance bottlenecks • Enterprise infrastructure L3 or higher support experience (Linux-based storage, networking, virtualization, cloud, etc.) • Strong technical troubleshooting in multi-platform, distributed environments • Strong understanding of distributed storage systems • Expertise in Linux/Unix administration • Deep understanding of networking (Infiniband, Ethernet, DPDK, UCX), cloud computing, and distributed storage • Proficiency in Python, Bash, and experience with automation scripting for system monitoring and troubleshooting • Knowledge of POSIX, NFS, S3 protocols, log management, and monitoring tools (Prometheus, Grafana) • Experience with JIRA, Confluence, Slack, and other collaboration tools • Experience collaborating between customer support and product development teams • Familiarity with Kubernetes, Containers, LXC, and cloud platforms (AWS, Azure, OCI, GCP) • Prior experience managing large-scale HPC clusters • Strong technical writing skills and a creative approach to problem-solving

🏖️ Benefits

• Potential regional/international travel • Participation in on-call, follow-the-sun support rotations as needed

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