Senior Technical Services Engineer - Remote West US

Openkrill; United States; Remote; USD 1 - 2; Full time

Job summary

WEKA is seeking a Senior Technical Services Engineer to ensure top-tier customer success and Gartner ratings. You will work with cutting-edge technologies and premier customers, bridging gaps between customers and Engineering while resolving complex issues and documenting solutions.

Collaborate with account teams to understand business needs, environments, and systems. Remote US West-based time zones preferred; on-call and travel may be required.

Qualifications

• 5+ years in customer-facing technical roles solving enterprise infrastructure issues.
• Strong troubleshooting for Linux-based enterprise infrastructure products (storage, networking, virtualization, security).
• Deep understanding of networking (Infiniband, Ethernet, DPDK, UCX).
• Proficiency in Python, Bash, and automation scripting for monitoring and troubleshooting.
• Experience with file protocols (POSIX, NFS, SMB, S3).
• Experience with Kubernetes, Containers, LXC.
• Experience with logs & monitoring tools (Prometheus, Grafana).
• Enterprise L3 support & customer interactions for infrastructure products.
• Strong troubleshooting and fault isolation in multi-vendor environments.
• Experience collaborating between customer support and product teams.
• Experience with AWS, GCP, or Azure.
• Prior storage/HPC-related support/administration.

Responsibilities

• Serve as the primary technical liaison between customers and Engineering to address feature gaps, reliability concerns, and documentation improvements.
• Troubleshoot and resolve technical issues, escalating to engineering when necessary.
• Reproduction of customer issues in a lab environment.
• Provide feedback to engineering to enhance product supportability, usability, and serviceability.
• Support pre-sales engineers, partners, and resellers with technical expertise.
• Proactively monitor WEKA systems using remote monitoring tools to identify and address potential issues.
• Own, track, and document customer issues via the ticketing system.
• Communicate clearly with customers, partners, and internal teams while advocating customer concerns internally.
• Contribute to knowledge-sharing through internal and customer-facing documentation (FAQs, KB articles).
• Participate in on-call rotations as needed.
• Travel as required regionally/internationally.

Skills

Linux troubleshooting

Python

Bash

Automation scripting

Networking

Kubernetes

Cloud platforms

L3 support

TCP/IP

incident management

Tools

Prometheus

Grafana

POSIX/NFS/SMB/S3

Job description

WEKA is seeking a Senior Technical Services Engineer to ensure top-tier customer success and Gartner ratings. You will work with cutting-edge technologies and premier customers, bridging gaps between customers and Engineering while resolving complex issues and documenting solutions.

Collaborate with account teams to understand business needs, environments, and systems. Remote US West-based time zones preferred; on-call and travel may be required.