Technical Services Engineer - Federal

WEKA

About The Position

As a Senior Technical Services Engineer on WEKA's Federal team, you own post-sales technical support for government and special programs customers from initial report through resolution. You work across the customer solution, including GPU and compute servers, clients, network fabric, WEKA NeuralMesh, and government cloud infrastructure. For issues requiring deeper engineering, you partner with Global Resolution Engineering (GRE), providing actionable evidence while remaining the customer-facing owner. Many federal environments are classified or air-gapped, with no remote telemetry or sessions and restrictions on diagnostic data leaving the site. You may be the only WEKA engineer able to access a cluster, so you diagnose issues on site, collect information within customer security rules, and keep customers informed throughout the process. The role also involves secure-facility work, regional and domestic travel, and on-call coverage that can include nights, weekends, and company holidays.

Requirements

Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
10+ years in customer-facing technical support, sustaining engineering, or systems engineering for Linux-based enterprise infrastructure.
Proven track record of resolving complex issues in distributed systems.
Strong Linux expertise, including RHEL and Ubuntu administration, kernel, networking, storage, and drivers.
Experience with distributed storage or parallel file systems.
High-performance networking experience with RDMA, RoCE, InfiniBand, or Ethernet.
Debugging skills, including log and core dump analysis, perf, gdb, and structured fault isolation in multi-vendor environments.
Ability to analyze performance by forming hypotheses from metrics and testing them with data.
Systems provisioning and administration experience in classified environments, including SELinux, STIG, and RMF.
Clear communication with audiences ranging from mission owners to WEKA developers.
Strong sense of ownership and urgency.
Strong technical writing skills for case notes, KB articles, and customer communications.
Experience working directly with customers during critical, high-visibility incidents.
Experience partnering with engineering teams on defect resolution, including reproduction and root-cause evidence.
Excellent written and spoken English.
Willingness to work flexible hours, participate in on-call rotations, and work on site in customer secure facilities.
US citizenship.
Active TS/SCI clearance.
Current DoD 8140 qualifying certification: Security+ CE, CISSP Associate, or CISSP.

Nice To Haves

Experience with GPU and AI workloads, GPUDirect Storage, and NVIDIA DGX or SuperPOD environments.
Experience with government cloud (AWS GovCloud or Azure Government), 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 customer cases end to end for federal and special programs accounts, including triage, troubleshooting, customer communication, and closure.
Analyze the complete solution stack—including applications, GPU and compute systems, clients, network fabric, storage, and cloud—to isolate root causes across components and vendors.
Work on site and inside customer secure facilities (SCIFs) when remote access is not permitted, including during critical incidents.
Collect, review, and sanitize diagnostics in air-gapped and classified environments according to customer security requirements and approved release procedures.
Escalate issues to Global Resolution Engineering (GRE) with reproduction steps, evidence, and a root-cause hypothesis, while remaining the customer-facing owner during the escalation.
Manage hardware replacement under federal media-handling rules, including drive retention and sanitization requirements.
Install, upgrade, and maintain WEKA in hardened environments using SELinux, DISA STIG, FIPS 140-3, and Risk Management Framework (RMF) controls.
Author and maintain internal and customer-facing Knowledge Base (KB) articles, including federal-specific procedures.
Provide feedback to Development on supportability, documentation, and federal deployment requirements to turn recurring issues into product and process improvements.
Provide technical support for federal pre-sales engineers, partners, and resellers.
Participate in on-call rotations for government and special programs customers, which can include nights, weekends, and company holidays.