Provides senior technical support for enterprise infrastructure customers, troubleshooting hardware, networking, distributed storage, cloud, and performance issues. Acts as the primary liaison between customers, account teams, partners, and Engineering; manages support cases, monitors systems, documents solutions, and communicates product feedback. Requires Linux and networking expertise, Python and Bash automation, on-call availability, and occasional regional or international travel.
Designated Services Engineer
WEKA is architecting a new approach to the enterprise data stack built for the age of reasoning. NeuralMesh by WEKA sets the standard for agentic AI data infrastructure with a cloud and AI-native software solution that can be deployed anywhere. It transforms legacy data silos into data pipelines that dramatically increase GPU utilization and make AI model training and inference, machine learning, and other compute-intensive workloads run faster, work more efficiently, and consume less energy.
WEKA is a pre-IPO, growth-stage company on a hyper-growth trajectory. We’ve raised $375M in capital with dozens of world-class venture capital and strategic investors. We help the world’s largest and most innovative enterprises and research organizations, including 12 of the Fortune 50, achieve discoveries, insights, and business outcomes faster and more sustainably. We’re passionate about solving our customers’ most complex data challenges to accelerate intelligent innovation and business value. If you share our passion, we invite you to join us on this exciting journey.
Location: Remote US West
What you'll be doing:
- As a Senior Designated Services Engineer, you will play a key role in ensuring WEKA's Customer Success, contributing to our five-star Gartner reviews.
- You will work with cutting-edge technologies and top-tier customers, providing technical expertise and strengthening customer relationships.
- Collaborating closely with Account Teams, you will gain deep insight into customers' business requirements, technical needs, and system environments.
- Your role involves resolving technical issues, bridging gaps between customers and Engineering, and ensuring the highest level of service.
As a Senior Designated Services Engineer, you’ll:
- Serve as the primary technical liaison between customers and Engineering to address feature gaps, reliability concerns, and documentation improvements.
- Troubleshoot and resolve technical issues, escalating to Engineering when necessary.
- Provide feedback to Engineering to enhance product supportability, usability, and serviceability.
- Support pre-sales engineers, partners, and resellers with technical expertise.
- Proactively monitor WEKA systems using remote monitoring tools to identify and address potential issues.
- Own, track, and document customer issues via the ticketing system.
- Communicate clearly and professionally with customers, partners, and internal teams.
- Contribute to knowledge-sharing through internal and customer-facing documentation (FAQs, KB 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.
- Availability for alternative work hours (nights, weekends, holidays) and potential regional/international travel.
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).
It's nice if you have:
- 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.
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