37 applicants

Company

WEKA · 7 hours ago

Senior Designated Services Engineer

United States

Full-time

Remote

Senior Level, Lead/Staff

$140K/yr - $195K/yr

10+ years exp

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Artificial Intelligence (AI)Cloud Storage

Comp. & Benefits

No H1B

U.S. Citizen Only

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Responsibilities

Bridging between the customer and Engineering 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 Engineering if required

Providing feedback to Engineering and help to prioritize bugs, serviceability, supportability and usability issues

Providing 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 a message that 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 (WEKA or customer technology)

Be part of on-call, follow the sun rotation 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

Qualification

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Linux-based infrastructureCloud TechnologiesTechnical troubleshootingCustomer interactionNetworking knowledgeTechnical writingCreative problem solvingOperating systems knowledge

Required

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.

Minimum 10 years of experience in customer-facing, deep technical problem solving roles

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

Knowledge of various operating systems such as LINUX, Ubuntu and Windows

Technical writing

Ability to follow standard engineering principles and practices.

Creative approach to problem solving.