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 premier clients while enhancing customer relationships.

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

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

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

• Provide input to Engineering aimed at improving 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, such as FAQs and knowledge base articles.

• Handle multiple projects and support cases simultaneously.

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

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

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

• Work flexible hours, including nights, weekends, and holidays, and may require regional or international travel.

⛳️ 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 support or higher (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.

• Comprehensive knowledge of networking (Infiniband, Ethernet, DPDK, UCX), cloud computing, and distributed storage technologies.

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

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

• Experience with collaboration tools such as JIRA, Confluence, and Slack.

• Proven track record of collaboration between customer support and product development teams.

• Awareness of Kubernetes, Containers, LXC, and cloud platforms (AWS, Azure, OCI, GCP).

• Previous experience managing large-scale HPC clusters.

• Strong technical writing abilities and a creative mindset for problem-solving.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Opportunities for professional development and training.

• Flexible work environment with remote work options.