Global Resolution Engineer (Remote US)

WEKA

10d•Remote

About The Position

WEKA is hiring a Global Resolution Engineer to own its most complex customer escalations across the full solution stack, from applications and GPU/compute servers through clients, networking, the WEKA Data Platform, and cloud infrastructure. The engineer investigates root causes rather than symptoms, works across component and vendor boundaries, and carries issues from initial analysis through permanent resolution. The role bridges Customer Success and Development and turns individual incident findings into fixes and improvements that benefit the wider customer base. This position has additional subject-matter focus on NVIDIA Cloud Partner (NCP) and NVIDIA DGX Cloud accounts, including large GPU environments built to NVIDIA reference architectures and measured against NVIDIA acceptance and benchmark tests. The engineer works with Premium Services teams and may provide coverage outside regional business hours, including joint troubleshooting with NCP and NVIDIA engineers. Responsibilities also include maintaining technical knowledge resources, building analysis tools and automation, mentoring and training Customer Success engineers, and participating in on-call rotations for 24/7 coverage.

Requirements

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 resolving complex issues in distributed systems.
Track record of turning individual escalations into systemic fixes, such as 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.
Deep Linux expertise, including kernel, memory management, NUMA, CPU scheduling, and drivers.
Experience with distributed storage or parallel file systems.
High-performance networking experience, including RDMA, RoCE, InfiniBand, and Ethernet.
Advanced debugging skills, including core dump and log analysis at scale, perf, eBPF, and gdb, and ability to read source code.
Performance analysis skills, including forming hypotheses from metrics and testing them with data.
Clear communication with audiences ranging from customer executives to WEKA developers.
Strong sense of ownership and urgency.
Excellent written and spoken English.
Willingness to work flexible hours as part of a global team.
Systems thinking: ability to reason about how changes in one layer, such as networking, kernel, storage, or application, produce symptoms in another.

Nice To Haves

Experience with GPU and AI workloads, GPUDirect Storage, and NVIDIA DGX, SuperPOD, or NCP reference architecture environments is strongly preferred.
Experience with public cloud platforms such as AWS, Azure, GCP, or OCI.
Experience with Kubernetes, containerization, and virtualization.
Knowledge of NFS, SMB, and S3 protocols, DPDK, UCX, and automation tools such as Python, Bash, Ansible, and Terraform.

Responsibilities

Own complex escalations end to end, from initial analysis through permanent fix, including direct participation in customer bridges during critical incidents.
Analyze the complete solution stack—including applications, GPU and compute systems, clients, network fabric, storage, and cloud—to isolate root causes across component and vendor boundaries.
Identify patterns across cases, customers, and product versions; assess the fleet exposure of defects and drive proactive actions to protect other customers.
Resolve issues within the team where possible and provide Development with actionable defects, including reproduction steps, supporting evidence, and a root-cause hypothesis when code changes are needed.
Author and maintain Known Issues, WEKA Technical Advisories (WTA), and Knowledge Base (KB) articles.
Turn recurring escalations into product and process improvements, including Development feedback, diagnostic improvements, and supportability requirements.
Build and improve analysis tools and automation for the Support organization.
Mentor Customer Success engineers and raise technical capabilities across Support.
Deliver technical training for Customer Success, new hires, and cross-team knowledge sharing.
Participate in on-call rotations for 24/7 coverage.
Serve as a subject-matter expert for NCP and DGX Cloud environments, including reference architectures and acceptance and benchmark tooling such as elbencho and wekatester; troubleshoot jointly with NCP and NVIDIA engineers.