Global Resolution Engineer - NCP & DGX Cloud Expert

OpenKrill; United States; Remote; USD 150,000 - 220,000; Full time

Job summary

WEKA is seeking a Global Resolution Engineer to own and resolve highly complex customer escalations that span GPUs, compute, storage, network, and cloud layers. You will be the technical owner from initial analysis through permanent fixes, bridging Customer Success and Development across NVIDIA-related architectures.

You will work on NVIDIA reference architectures, DGX Cloud, and NCP accounts, collaborating with NVIDIA engineers and cloud partners to reduce fleet exposure and prevent future

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field or equivalent experience.
• 10+ years in advanced technical support, sustaining engineering, SRE, or systems engineering with customer exposure.
• Proven track record resolving complex issues in distributed systems.
• Experience turning escalations into systemic fixes: product changes, advisories, or tooling.
• Experience partnering with engineering on defect resolution including reproduction and root cause evidence.
• Excellent written and spoken English.
• Willingness to work flexible hours as part of a global team.

Responsibilities

• Own complex escalations end to end from first analysis to permanent fix.
• Analyze the full solution stack to isolate root cause across components and vendors.
• Identify patterns across cases and determine fleet exposure of defects.
• Deliver R&D ready defects with reproduction steps and root cause hypothesis when code changes are needed.
• Publish Known Issues, WEKA Advisories, and KB articles.
• Drive product and process improvements from recurring escalations.
• Build and improve analysis tools and automation to speed up support.
• Mentor Customer Success engineers and raise technical capabilities.
• Provide technical training for Customer Success and new hires.
• Participate in 24/7 on-call rotations.
• Serve as SME for NCP and DGX Cloud environments with reference architectures.

Skills

Linux kernel

Distributed storage

High performance networking

Advanced debugging

Performance analysis

Clear communication

Ownership mindset

GPU/AI workloads

Public cloud familiarity

NFS/SMB/S3

Education

Bachelor's degree in CS/Engineering

Tools

Kubernetes

Docker

Terraform

Python/Bash

Job description

WEKA is seeking a Global Resolution Engineer to own and resolve highly complex customer escalations that span GPUs, compute, storage, network, and cloud layers. You will be the technical owner from initial analysis through permanent fixes, bridging Customer Success and Development across NVIDIA-related architectures.

You will work on NVIDIA reference architectures, DGX Cloud, and NCP accounts, collaborating with NVIDIA engineers and cloud partners to reduce fleet exposure and prevent future