Designated Services Engineer

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

📋 Description

• Ensure the success of WEKA's customers and contribute to achieving five-star reviews on Gartner.

• Deliver technical expertise to top-tier clients and enhance customer relationships.

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

• Address technical challenges, facilitate communication between customers and Engineering, and maintain a high level of service.

• Act as the main technical liaison between clients and Engineering regarding feature gaps, reliability issues, and documentation enhancements.

• Diagnose and resolve technical problems, escalating to Engineering when necessary.

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

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

• Proactively monitor WEKA systems utilizing remote monitoring tools.

• Own, track, and document customer issues using 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.

• Manage multiple projects and support cases simultaneously.

• Advocate for customer concerns and represent WEKA externally.

• Develop subject matter expertise in WEKA and related customer technologies.

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

• Work alternative hours, including nights, weekends, and holidays, and possibly travel regionally or internationally.

⛳️ Requirements

• Over 10 years of experience in customer-facing technical roles, addressing complex enterprise infrastructure challenges.

• Capability to diagnose hardware failures, network congestion, and performance bottlenecks.

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

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

• In-depth understanding of distributed storage systems.

• Expertise in Linux/Unix administration.

• Profound knowledge 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.

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

• Experience with JIRA, Confluence, Slack, and other collaboration tools.

• Background in collaborating between customer support and product development teams.

• Familiarity with Kubernetes, Containers, LXC, and cloud platforms (AWS, Azure, OCI, GCP).

• Previous experience managing large-scale HPC clusters.

• Strong technical writing skills and a creative approach to problem-solving.

🏝️ Benefits

• Potential for regional or international travel.

• Participation in on-call, follow-the-sun support rotations as necessary.