Designated Services Engineer (Remote Taiwan)

wekatest; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

wekatest is seeking a senior technical support lead for an enterprise data infrastructure platform built for AI and compute-heavy workloads. You will bridge customers and engineering, combining deep troubleshooting with proactive success work while working remotely from Taiwan for a global client base.

The role emphasizes hands-on Linux networking, distributed storage, and automation using Python/Bash, with on-call duties and potential regional travel. Fluency in English and Mandarin is required.

Qualifications

• Over 10 years in customer-facing technical roles solving complex enterprise infra problems.
• L3+ or higher support experience with Linux-based storage, networking, virtualization, or cloud infra.
• Strong working knowledge of distributed storage systems and Linux/Unix administration.
• Understanding of networking (Infiniband, Ethernet, DPDK, UCX) with cloud and distributed storage concepts.
• Proficiency in Python and Bash, with hands-on automation experience.
• Familiarity with POSIX, NFS, S3, and log/monitoring tools like Prometheus and Grafana.
• Fluent written and spoken English and Mandarin.

Responsibilities

• Serve as the principal technical liaison between customers and engineering, addressing feature gaps and reliability concerns.
• Diagnose and resolve complex infrastructure issues across distributed environments, escalating as needed.
• Proactively monitor deployed systems using remote tooling to surface and remediate issues.
• Track and document customer cases in ticketing systems, managing multiple projects concurrently.
• Support pre-sales engineers, partners, and resellers with technical guidance during engagements.
• Contribute to knowledge assets such as FAQs and knowledge base articles.
• Participate in follow-the-sun on-call rotations with flexibility for non-standard hours and travel.

Skills

Python

Bash

English

Mandarin

Linux/Unix

Networking

Troubleshooting

Tools

Prometheus

Grafana

POSIX

NFS

S3

JIRA

Confluence

Slack

Job description

Role overview

This senior role centers on delivering high-touch technical support for an enterprise data infrastructure platform built for AI, machine learning, and other compute-intensive workloads. The position acts as the primary technical bridge between customers and the engineering organization, combining deep infrastructure troubleshooting with proactive customer success work. It is a remote position based in Taiwan with global customer exposure.

Responsibilities

• Serve as the principal technical liaison between customers and engineering, addressing feature gaps, reliability concerns, and documentation improvements.
• Diagnose and resolve complex infrastructure issues across distributed, multi-platform environments, escalating to engineering when needed.
• Proactively monitor deployed systems using remote tooling to surface and remediate potential issues before they impact customers.
• Track and document customer cases in a ticketing system, managing multiple projects and support requests concurrently.
• Support pre-sales engineers, partners, and resellers with technical guidance during customer engagements.
• Contribute to internal and customer-facing knowledge assets such as FAQs and knowledge base articles.
• Participate in follow-the-sun on-call rotations, with flexibility for non-standard hours and occasional regional or international travel.

Requirements

• 10 or more years in customer-facing technical roles solving complex enterprise infrastructure problems.
• L3 or higher support experience with Linux-based storage, networking, virtualization, or cloud infrastructure.
• Strong working knowledge of distributed storage systems and Linux/Unix administration.
• Deep understanding of networking technologies such as Infiniband, Ethernet, DPDK, and UCX, along with cloud and distributed storage concepts.
• Proficiency in Python and Bash, with hands-on experience automating monitoring and troubleshooting tasks.
• Familiarity with POSIX, NFS, and S3 protocols, plus log management and monitoring tools such as Prometheus and Grafana.
• Professional written and verbal fluency in both English and Mandarin.

Nice to have

• Experience with collaboration platforms such as JIRA, Confluence, and Slack.
• Background bridging customer support and product development teams.
• Familiarity with Kubernetes, containers, LXC, and major cloud providers including AWS, Azure, OCI, and GCP.
• Prior experience operating large-scale HPC clusters.
• Strong technical writing skills and a creative approach to problem-solving.