59 applicants

Company

WEKA · 1 day ago

Senior Technical Services Engineer - Federal

United States

Full-time

Remote

Senior Level, Lead/Staff

$125K/yr - $195K/yr

10+ years exp

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Comp. & Benefits

No H1B

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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 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

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 travel will be required for this position

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 infrastructureCloud TechnologiesL3 supportTechnical writingNetworking knowledgeTechnical troubleshootingVerbalWritten EnglishCustomer-facing problem solvingKnowledge documentationProject management

Required

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

TS/SCI Clearance required and eligibility to obtain Poly

Preferred

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