Designated Services Engineer

WEKA

3d•Remote

About The Position

As a Senior Designated Services Engineer, you will help ensure WEKA customer success and provide a high level of technical service to top-tier customers. You will work with cutting-edge technologies, build customer relationships, and collaborate with Account Teams to understand customers’ business requirements, technical needs, and system environments. The role involves resolving technical issues, connecting customer needs with Engineering, and providing feedback that improves product supportability, usability, and serviceability. You will also support pre-sales engineers, partners, and resellers, proactively monitor WEKA systems, manage customer cases and projects, develop product and customer technology expertise, and contribute to internal and customer-facing documentation. The role includes participation in follow-the-sun on-call rotations, availability for alternative work hours, and potential regional or international travel.

Requirements

10+ years in customer-facing technical roles solving complex enterprise infrastructure issues.
Ability to diagnose hardware failures, network congestion, and performance bottlenecks.
Enterprise infrastructure Level 3 or higher support experience, including Linux-based storage, networking, virtualization, or cloud.
Strong technical troubleshooting skills in multi-platform, distributed environments.
Strong understanding of distributed storage systems.
Expertise in Linux/Unix administration.
Deep understanding of networking technologies, including InfiniBand, Ethernet, DPDK, and UCX; cloud computing; and distributed storage.
Proficiency in Python and Bash, with experience in automation scripting for system monitoring and troubleshooting.
Knowledge of POSIX, NFS, and S3 protocols, log management, and monitoring tools such as Prometheus and Grafana.

Nice To Haves

Experience with JIRA, Confluence, Slack, and other collaboration tools.
Experience collaborating between customer support and product development teams.
Familiarity with Kubernetes, containers, LXC, and cloud platforms such as AWS, Azure, OCI, and GCP.
Prior experience managing large-scale HPC clusters.
Strong technical writing skills and a creative approach to problem-solving.

Responsibilities

Serve as the primary technical liaison between customers and Engineering on feature gaps, reliability concerns, and documentation improvements.
Troubleshoot and resolve technical issues, escalating to Engineering when necessary.
Provide feedback to Engineering to improve 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 through the ticketing system.
Communicate clearly and professionally with customers, partners, and internal teams.
Contribute to internal and customer-facing knowledge-sharing and documentation, including FAQs and knowledge-base articles.
Manage multiple projects and support cases concurrently.
Advocate for customer concerns and represent WEKA externally.
Develop subject matter expertise in WEKA and customer technologies.
Participate in on-call, follow-the-sun support rotations as needed.
Be available for alternative work hours, including nights, weekends, and holidays, and potential regional or international travel.