Global Resolution Engineer (Remote US)

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

Global Resolution Engineer - NCP SME

Customer Success

WEKA is leading a paradigm shift in how data is stored, managed, and processed in the cloud and AI era. We are a pre-IPO, growth-stage company on a hyper-growth trajectory that has raised over $275M in capital and is backed by dozens of world-class venture capital and strategic investors.

Our flagship product, the WEKA® Data Platform, is a software-based, hybrid cloud solution transforming stagnant legacy data silos into dynamic data pipelines that power GPUs efficiently and fuel performance-intensive workloads like generative AI and machine learning seamlessly and sustainably.

We’re passionate about helping our customers overcome complex data management challenges to accelerate their innovation and help grow their businesses. If you share our passion, we invite you to join us on this exciting journey.

Summary

As a Global Resolution Engineer (GRE) at WEKA, you are the engineer we call when a problem does not fit inside a single ticket. You work across the entire customer solution: GPU and compute servers, clients, the network fabric, the WEKA Data Platform, cloud infrastructure, and the applications driving the workload. You find the root cause rather than the symptom, and you turn every resolution into something that protects the rest of our customer base. GREs bridge Customer Success and Development and act as the technical owner of our most complex escalations, from first analysis through permanent fix.

NCP coverage: this GRE seat carries additional focus on NVIDIA Cloud Partner (NCP) and NVIDIA DGX Cloud accounts, some of the largest GPU environments WEKA runs on. These customers build to NVIDIA reference architectures, measure against NVIDIA acceptance and benchmark tests, and escal ...

Responsibilities:

• Own complex escalations end to end, from first analysis to permanent fix, including direct engagement on customer bridges during critical incidents
• Analyze the complete solution stack (application, GPU and compute, client, network fabric, storage, cloud) to isolate root cause across component and vendor boundaries
• Recognize patterns across cases, customers, and versions; determine the fleet exposure of a defect and drive proactive action before other customers are affected
• Resolve issues within the team wherever possible; when a code change is required, deliver R&D ready defects with reproduction steps, evidence, and a root cause hypothesis
• Author and maintain Known Issues, WEKA Technical Advisories (WTA), and Knowledge Base (KB) articles
• Turn recurring escalations into product and process improvements: feedback to Development, diagnostic gaps, and supportability requirements
• Build and improve analysis tools and automation that make the entire Support organization faster
• Mentor Customer Success engineers and raise the technical bar across the Support organization
• Deliver technical training for Customer Success, new hires, and cross-team knowledge sharing
• Participate in on-call rotations for 24/7 coverage
• Act as a subject matter expert for NCP and DGX Cloud environments: reference architectures, acceptance and benchmark tooling (elbencho, wekatester), and joint troubleshooting with NCP and NVIDIA engineers

Required Skills:

• Systems thinking: the ability to reason about how a change in one layer (network, kernel, storage, application) shows up as a symptom in another
• Deep Linux expertise: kernel, memory management, NUMA, CPU scheduling, drivers
• Experience with distributed storage or parallel file systems
• High performance networking: RDMA, RoCE, InfiniBand, Ethernet
• Advanced debugging: core dump and log analysis at scale, perf, eBPF, gdb, and the ability to read source code
• Performance analysis: forming a hypothesis from metrics, then proving or disproving it with data
• Clear communication with audiences ranging from a customer executive to a WEKA developer
• Strong sense of ownership and urgency
• Experience with GPU and AI workloads, GPUDirect Storage, and NVIDIA DGX, SuperPOD, or NCP reference architecture environments is strongly preferred
• Experience with public cloud (AWS, Azure, GCP, OCI), Kubernetes, containerization, and virtualization is a plus
• Knowledge of NFS, SMB, and S3 protocols, DPDK, UCX, and automation tools (Python, Bash, Ansible, Terraform) is a plus

Minimum Qualifications (Education & Experience):

• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent practical experience)
• 10+ years in advanced technical support, sustaining engineering, SRE, or systems engineering roles with direct customer exposure
• Proven track record of resolving complex issues in distributed systems
• Track record of turning individual escalations into systemic fixes: product changes, advisories, or tooling
• Experience working directly with customers during critical, high visibility incidents
• Experience partnering with engineering teams 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