Designated Services Engineer

WEKA develops data infrastructure software for AI and compute-intensive workloads. The Senior Designated Services Engineer provides technical expertise to enterprise customers, resolves infrastructure issues, and serves as a liaison between customers and Engineering to support customer success.

Responsibilities:

• 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
• 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)
• 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