Global Resolution Engineer (Remote US)

Weka; United States; Remote; USD 140,000 - 200,000; Full time

Job summary

WEKA is seeking a Global Resolution Engineer to own complex escalations across GPU/compute, network fabric, WEKA Data Platform, and cloud infrastructure. You will diagnose root causes, drive permanent fixes, and own resolutions from first analysis to completion.

You will mentor Customer Success engineers, contribute to Knowledge Base, and participate in 24/7 on-call rotations, working closely with customers and engineering to prevent recurrence.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 10+ years in advanced technical support, sustaining engineering, SRE, or systems engineering with direct customer exposure.
• Proven track record of resolving complex issues in distributed systems.
• Experience turning escalations into systemic fixes: product changes, advisories, or tooling.
• Excellent written and spoken English; ability to work flexible hours in a global team.

Responsibilities

• Own complex escalations end to end, from initial analysis to permanent fix, including direct engagement during critical incidents.
• Analyze the full solution stack (application, GPU/compute, client, network, storage, cloud) to isolate root causes across boundaries.
• Identify patterns across cases and versions; determine fleet exposure and drive proactive actions.
• Develop and deliver R&D ready defects with reproduction steps, evidence, and root cause hypotheses.
• Author and maintain Known Issues, WEKA Advisories, and Knowledge Base articles.
• Turn recurring escalations into product/process improvements: provide feedback to Development and enhance diagnostics.
• Build and improve analysis tools and automation to speed the Support organization.
• Mentor Customer Success engineers and raise the technical bar across the team.
• Deliver technical training for Customer Success and new hires.
• Participate in 24/7 on-call rotations.
• Serve as SME for NCP and DGX Cloud environments; collaborate with NVIDIA engineers.

Skills

Systems thinking

Distributed storage

High performance networking

Advanced debugging

Performance analysis

Clear communication

Ownership & urgency

GPU & AI workloads

Public cloud & Kubernetes

Protocols & automation

Education

Bachelor's degree in Computer Science or related field

10+ years in advanced technical support/SRE/engineering

Job description

The Future of AI is Still Being Written.
This is Your Chance to Shape It.

WEKA is building a new category of data and memory infrastructure, purpose-built for the inference era. Join us at the frontier of technology’s next major inflection point.

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.

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
• 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

Location

U.S. Remote

Department

Customer Success