WEKA is leading a paradigm shift in how data is stored, managed, and processed in the cloud and AI era. We are a pre-IPO, growth-stage company on a hyper-growth trajectory that has raised over $275M in capital and is backed by dozens of world-class venture capital and strategic investors.

Our flagship product, the WEKA® Data Platform, is a software-based, hybrid cloud solution transforming stagnant legacy data siloes into dynamic data pipelines that power GPUs efficiently and fuel performance-intensive workloads like generative AI and machine learning seamlessly and sustainably.

We’re passionate about helping our customers overcome complex data management challenges to accelerate their innovation and help grow their businesses. If you share our passion, we invite you to join us on this exciting journey.

Summary

As Senior Technical Services Engineer, you will join a team of the most experienced Technical Services Engineers responsible for WEKA's post-sales success and big part of the 5 star gartner reviews. You will be working on cutting edge technologies with the most cutting edge customers.

General direction is provided on routine work, and detailed direction is provided on new projects and assignments; as well as on-going review of activities and priorities. The ideal candidate will be an important contributor on assigned projects.

Responsibilities

• Bridging between the customer and R&D whenever current product features, reliability or documentation do not match the customer's expectations
• Resolve technical problems by working with customers and engage with WEKA's R&D if required
• Providing feedback to R&D and help to prioritize bugs, usability issues, etc.
• Providing back-office support for pre-sales engineers, partners, and resellers
• Keeping track of WEKA's systems via our remote monitoring tool, while proactively identifying corrective actions
• Responsible for ownership, tracking and documenting customer issues using our ticketing system
• Communicate effectively with employees, customer and partners, ensuring the message is concise and professional
• Shares and documents knowledge via FAQ / KB articles, which can be internal or customer facing
• Manage multiple projects/support cases simultaneously
• Champion customer issues internally, and represents WEKA externally to our customers and partners
• Become a subject matter expert in a technology
• Be part of on-call, follow the sun model support as required
• This position may involve alternative work hours including nights, weekends, and company holidays
• Regional/Domestic/International travel may be required for this position

Required Skills

• Hands-on experience in supporting Linux-based enterprise infrastructure products (storage, networking, virtualization, security, cloud etc.)
• Experience in L3 support and customer interactions for enterprise infrastructure products
• Experience in developing and optimizing interfaces between business organizations; specifically customer facing problem solving organizations and product development organizations. 
• Proven ability to resolve complex customer problems, and escalations utilizing appropriate internal and external resources and tools.
• Strong technical troubleshooting, and fault isolation skills in a multi-platform-system-vendor environment
• Experience Supporting Enterprise Software Solutions and/or applications, including hardware components
• Ability to triage issues, and effectively escalate them to appropriate engineering groups as necessary
• Understanding of networking including Infiniband, Ethernet, DPDK, UCX.
• Demonstration of subject matter expertise and knowledge in cloud/computer/networking/storage.
• Prior support experience at cloud/HPC related company is desired

Minimum Qualifications (Education & Experience)

• Hands-on experience in supporting Linux-based enterprise infrastructure products (Cloud Applications, Storage, Networking, Virtualization, Security, etc.)
• Proficient with at least one of the following Cloud Technologies; Amazon Web Services (AWS), Microsoft Azure, Oracle Cloud Infrastructure (OCI), or Google Cloud Platform (GCP).
• Familiarity with Kubernetes/Containers/LXC technologies
• Experience in L3 support and customer interactions for enterprise infrastructure products
• Knowledge of various operating systems such as LINUX, Ubuntu and Windows
• Technical writing
• Highly proficient in verbal and written English
• Minimum 10 years of experience in customer-facing, deep technical problem solving

USA Residents Only: The base salary hiring wage range for this position which the Company reasonably and in good faith expects to pay for the position in the specified geographic areas or locations, is $165,000-185,000. Final compensation will be dependent on various factors relevant to the position and candidate such as geographical location, candidate qualifications, certifications, relevant job-related work experience, education, skillset and other relevant business and organizational factors, consistent with applicable law. In addition, the position may include some of the following comprehensive benefits such Medical, Dental, Vision, Life, 401(K), Flexible Time off (FTO), sick time, leave of absence as per the FMLA and other relevant leave laws.

Concerned you don’t meet every qualification? Don’t let it stop you from applying!

Studies have shown that traditionally underrepresented groups may be less likely to apply for jobs if they don’t meet every qualification specified. WEKA is committed to building a diverse, inclusive, and authentic workplace. If you are excited about this position but are concerned 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.