Sr. Technical Services Engineer (Remote US West)

Openkrill; United States; À distance; USD 1 - 2; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Linux troubleshooting

Python

Bash

Automation scripting

Networking

Kubernetes

Cloud platforms

L3 support

TCP/IP

incident management

Outils

Prometheus

Grafana

POSIX/NFS/SMB/S3

Description du poste

Sr. Technical Services Engineer

WEKA is architecting a new approach to the enterprise data stack built for the age of reasoning. NeuralMesh by WEKA sets the standard for agentic AI data infrastructure with a cloud and AI-native software solution that can be deployed anywhere. It transforms legacy data silos into data pipelines that dramatically increase GPU utilization and make AI model training and inference, machine learning, and other compute-intensive workloads run faster, work more efficiently, and consume less energy.

WEKA is a pre-IPO, growth-stage company on a hyper-growth trajectory. We’ve raised $375M in capital with dozens of world-class venture capital and strategic investors. We help the world’s largest and most innovative enterprises and research organizations, including 12 of the Fortune 50, achieve discoveries, insights, and business outcomes faster and more sustainably. We’re passionate about solving our customers’ most complex data challenges to accelerate intelligent innovation and business value. If you share our passion, we invite you to join us on this exciting journey.

Location: Remote US West in the Pacific or Mountain Time Zones

Summary:

As Senior Technical Services Engineer, you will play a key role in ensuring WEKA's Customer Success, contributing to our five-star Gartner reviews. You will work with cutting-edge technologies and top-tier customers, providing technical expertise and strengthening customer relationships. Collaborating closely with Account Teams, you will gain deep insight into customers' business requirements, technical needs, and system environments. Your role involves resolving technical issues, bridging gaps between customers and Engineering, and ensuring the highest level of service.

As a Senior Technical Services Engineer, you’ll:

• 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 and professionally with customers, partners, and internal teams while advocating customer concerns internally and represent WEKA externally.


• Contribute to knowledge-sharing through internal and customer-facing documentation (FAQs, KB articles).


• Contribute to project initiatives that align with team and company goals.


• Progress towards a subject matter expert in different technologies and obtain industry certifications.


• Participate in on-call, follow-the-sun support rotations as needed.


• Availability for alternative work hours (nights, weekends, holidays) and potential regional/international travel.

Requirements:

• 5+ years in customer-facing technical roles, solving complex enterprise infrastructure issues.


• Strong technical troubleshooting supporting Linux-based enterprise infrastructure products (storage, networking, virtualization, security, etc.)


• Deep understanding of networking (Infiniband, Ethernet, DPDK, UCX).


• Proficiency in Python, Bash, and experience with automation scripting for system monitoring and troubleshooting.


• Experience working with or troubleshooting file protocols (POSIX, NFS, SMB, S3)


• Experience working with Kubernetes, Containers, LXC.


• Experience troubleshooting and analyzing logs and other monitoring tools (Prometheus, Grafana).


• Experience in enterprise L3 support and customer interactions for enterprise infrastructure products


• Strong technical troubleshooting, and fault isolation skills in a multi-platform-system-vendor environment.


• Proven ability to troubleshoot complex customer problems and the escalation process to internal engineering and product teams.


• Experience collaborating between customer support and product development teams.


• Experience working with one of the following cloud environments (AWS, GCP, Azure).


• Prior support experience at storage/HPC related companies.


• Prior administration experience in managing large-scale HPC clusters.

The WEKA Way:

• We are Accountable: We take full ownership, always–even when things don’t go as planned. We lead with integrity, show up with responsibility & ownership, and hold ourselves and each other to the highest standards.


• We are Brave: We question the status quo, push boundaries, and take smart risks when needed. We welcome challenges and embrace debates as opportunities for growth, turning courage into fuel for innovation.


• We are Collaborative: True collaboration isn’t only about working together. It’s about lifting one another up to succeed collectively. We are team-oriented and communicate with empathy and respect. We challenge each other and conduct positive conflict resolution. We are being transparent about our goals and results. And together, we’re unstoppable.


• We are Customer Centric: Our customers are at the heart of everything we do. We actively listen and prioritize the success of our customers, and every decision we make is driven by how we can better serve, support, and empower them to succeed. When our customers win, we win.

Concerned that you don’t meet every qualification above?

Studies have shown that women and people of color may be less likely to apply for jobs if they don’t meet every qualification specified. At WEKA, we are committed to building a diverse, inclusive and authentic workplace. If you are excited about this position but are concerned that your past work experience doesn’t match up perfectly with the job description, we encourage you to apply anyway – you may be just the right candidate for this or other roles at WEKA.

WEKA is an equal opportunity employer that prohibits discrimination and harassment of any kind. We provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.