As a Senior Technical Support Engineer at WEKA, you'll be a key player in post-sales success, contributing to top Gartner reviews.  You'll work with cutting-edge technologies and customers, resolving issues by collaborating with R&D and providing feedback to prioritize bugs and usability improvements. Responsibilities include bridging customer and R&D gaps, providing pre-sales support, certifying the Weka file system, proactive system monitoring, managing escalated requests, and creating internal/external knowledge base articles. You'll manage multiple projects, champion customer issues, and provide on-call support.

WEKA

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 About the job
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 WEKA is architecting a new approach to the enterprise data stack built for the AI era. The WEKA® Data Platform sets the standard for AI infrastructure with a cloud and AI-native software solution that can be deployed anywhere. It transforms legacy data silos into data pipelines that make GPUs, AI, and other performance-intensive workloads run faster, work more efficiently, and consume less energy.WEKA is a pre-IPO, growth-stage company on a hyper-growth trajectory. We’ve raised $375M in capital with dozens of world-class venture capital and strategic investors. We help the world’s most innovative enterprises and research organizations, including 12 of the Fortune 50, reach discoveries, insights, and outcomes faster and more sustainably.We’re passionate about helping our customers overcome complex data 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. As Senior Technical Support Engineer, you will join a team of Senior 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 <ul><li>Bridging between the customer and R&amp;D whenever current product features, reliability or documentation do not match the customer's expectations</li><li>Resolve customer issues by working with the customer and if needed with R&amp;D</li><li>Providing feedback to R&amp;D and help to prioritize bugs, usability issues, etc.</li><li>Providing back-office support for pre-sales engineers, partners, and resellers</li><li>Certification and bench-marking the Weka file system with various applications</li><li>Keeping track of installed systems via Weka's remote monitoring and proactively identify needed actions</li><li>Drive resolution to escalated support requests.</li><li>Own and track customer issues using our ticket tracking system</li><li>Own communications for your issues, ensuring the message is concise and professional</li><li>Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing</li><li>Manage multiple projects/support cases simultaneously</li><li>Champion customer issues internally, and represent the company externally</li><li>Provide on-call support as required</li><li>This position may involve alternative work hours including nights, weekends, and company holidays</li><li>Regional/Domestic/International travel </li></ul>
Requirements <ul><li>Hands-on experience in supporting Linux-based enterprise infrastructure products (storage, networking, virtualization, security, etc.)</li><li>Familiarity with AWS, Kubernetes/Containers, Linux OS installation, and management</li><li>Experience in L3 support and customer interactions for enterprise infrastructure products</li><li>Highly proficient in spoken and written English - MUST</li><li>Experience in developing and optimizing interfaces between business organizations; specifically customer facing problem-solving organizations and product development organizations. </li><li>Proven ability to resolve complex customer problems, and escalations utilizing appropriate internal and external resources and tools.</li><li>Strong technical troubleshooting, and fault isolation skills in a multi-platform-system-vendor environment</li><li>Experience in supporting both hardware, and software products</li><li>Ability to triage issues, and effectively escalate them to appropriate engineering groups as necessary</li><li>Knowledge of various operating systems such as LINUX, and Windows</li><li>Knowledge of containerization such as Kubernetes, LXC.</li><li>Understanding of networking including Infiniband, Ethernet, DPDK, UCX.</li><li>Demonstration of subject matter expertise and knowledge in computer/networking/storage.</li><li>Prior support experience at storage/HPC related company is desired </li></ul>
Minimum Qualifications (Education &amp; Experience) <ul><li>Hands-on experience in supporting Linux-based enterprise infrastructure products (storage, networking, virtualization, security, etc.)</li><li>Proficient with AWS, Kubernetes/Containers, Linux OS installation, and administration</li><li>Experience in L3 support and customer interactions for enterprise infrastructure products</li><li>Highly proficient in spoken and written English - MUST</li><li>Minimum 10 years of experience in customer-facing, deep technical problem solving</li></ul>

 
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