Designated Services Engineer

This is a fully remote position, open to applicants in Taiwan.

📋 Description

• Ensure the success of WEKA customers by delivering technical expertise and enhancing customer relationships.

• Collaborate with Account Teams to grasp customers' business needs, technical requirements, and system environments.

• Act as the main technical point of contact between customers and the Engineering team.

• Address gaps in features, reliability issues, and opportunities for documentation improvements.

• Troubleshoot and resolve technical challenges, escalating to Engineering when necessary.

• Provide constructive feedback to Engineering to improve product supportability, usability, and serviceability.

• Assist pre-sales engineers, partners, and resellers with technical knowledge.

• Proactively monitor WEKA systems utilizing remote monitoring tools.

• Manage, track, and document customer issues through the ticketing system.

• Communicate effectively with customers, partners, and internal teams.

• Contribute to both internal and customer-facing documentation, including FAQs and knowledge base articles.

• Handle multiple projects and support cases simultaneously.

• Advocate for customer concerns and represent WEKA in external engagements.

• Develop expertise in WEKA and relevant customer technologies.

• Participate in on-call, follow-the-sun support rotations as required.

• Be available for alternative hours, including nights, weekends, and holidays, with potential for regional or international travel.

⛳️ Requirements

• A minimum of 10 years in customer-facing technical positions, addressing complex enterprise infrastructure challenges.

• Proficient in diagnosing hardware failures, network congestion, and performance limitations.

• Experience in enterprise infrastructure support at L3 level or above (Linux-based storage, networking, virtualization, cloud, etc.).

• Strong technical troubleshooting skills in multi-platform, distributed environments.

• Comprehensive understanding of distributed storage systems.

• Expertise in Linux/Unix system administration.

• In-depth knowledge of networking (Infiniband, Ethernet, DPDK, UCX), cloud computing, and distributed storage frameworks.

• Proficient in Python and Bash, with experience in automation scripting for system monitoring and troubleshooting.

• Familiarity with POSIX, NFS, S3 protocols, log management, and monitoring tools (Prometheus, Grafana).

• Excellent written and verbal communication skills in English and Mandarin.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional growth and development.

• Dynamic work environment with a focus on innovation.

• Flexible working hours and remote work options.