Global Resolution Engineer — Remote (US), AI Infra Reliability

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

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.