192 applicants

Company

WEKA · 8 hours ago

Senior Technical Services Engineer

United States

Full-time

Remote

Senior Level

$126K/yr - $160K/yr

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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 R&D whenever current product features, reliability or documentation do not match the customer's expectations

Resolve customer issues by working with the customer and if needed with R&D

Providing feedback to R&D and help to prioritize bugs, usability issues, etc.

Providing back-office support for pre-sales engineers, partners, and resellers

Certification and bench-marking the Weka file system with various applications

Keeping track of installed systems via Weka's remote monitoring and proactively identify needed actions

Drive resolution to escalated support requests.

Own and track customer issues using our ticket tracking system

Own communications for your issues, 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 represent the company externally

Provide on-call support as required

This position may involve alternative work hours including nights, weekends, and company holidays

Regional/Domestic/International travel

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Linux-based infrastructureTechnical troubleshootingCustomer support experienceFault isolation skillsAWSKubernetes/ContainersNetworking knowledgeMulti-platform systemsCommunication skillsProblem-solving skills

Required

Hands-on experience in supporting Linux-based enterprise infrastructure products (storage, networking, virtualization, security, etc.)

Familiarity with AWS, Kubernetes/Containers, Linux OS installation, and management

Experience in L3 support and customer interactions for enterprise infrastructure products

Highly proficient in spoken and written English - MUST

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 in supporting both hardware, and software products

Ability to triage issues, and effectively escalate them to appropriate engineering groups as necessary

Knowledge of various operating systems such as LINUX, and Windows

Knowledge of containerization such as Kubernetes, LXC.

Understanding of networking including Infiniband, Ethernet, DPDK, UCX.

Demonstration of subject matter expertise and knowledge in computer/networking/storage.