WEKA

Senior Designated Services Engineer

Senior Technical Services Engineer

Senior Product Manager - File System and Data Management-

Senior Software Engineer, Filesystem

Senior Software Engineer, Kernel

Senior DevOps Engineer

Data Scientist

Senior Technical Services Engineer - Cloud

As a Senior Designated Services Engineer at WEKA, you'll be a key member of the Dedicated Engineering team, contributing to customer success and influencing Gartner reviews. You'll work with cutting-edge technologies and clients, bridging the gap between customers and engineering to resolve technical issues. Responsibilities include resolving problems, providing feedback to engineering, supporting pre-sales, monitoring systems, tracking customer issues, documenting solutions, and managing multiple projects. You will champion customer issues internally and represent WEKA externally.  Becoming a subject matter expert and participating in on-call support are also key aspects of this role.

<div class="jobs-box__html-content jobs-description-content__text t-14 t-normal
 jobs-description-content__text--stretch" id="job-details" tabindex="-1">
 <h2 class="text-heading-large">
 About the job
 </h2>

 <div class="mt4">
 
 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 Summary As Senior Designated Services Engineer, you will join a team of the most experienced Dedicated Engineers responsible for WEKA's Customer Success activities and a big part of our 5 star Gartner reviews. You will be working on cutting edge technologies with the most cutting edge customers. The Sr. Designated Services Engineer role is critical to the assigned Account/Sales Team furthering the WEKA customer relationship and in solving technical problems for our customers. Working closely and collaboratively with Account Team members and customer contacts, the Senior Designated Services Engineer will become familiar with the customer's business requirements, mission, objectives, technical needs, systems and solutions, environment, and service history. This individual interacts primarily with Staff to Director level employees within the function and the technical team on assigned projects. There may be communication with employees in other functions as required. 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 Engineering whenever current product features, reliability or documentation do not match the customer's expectations</li><li>Resolve technical problems by working with customers and engage with WEKA's Engineering if required</li><li>Providing feedback to Engineering and help to prioritize bugs, serviceability, supportability and usability issues</li><li>Providing support for pre-sales engineers, partners, and resellers</li><li>Keeping track of WEKA's systems via our remote monitoring tool, while proactively identifying corrective actions</li><li>Responsible for ownership, tracking and documenting customer issues using our ticketing system</li><li>Communicate effectively with employees, customer and partners, ensuring a message that 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 represents WEKA externally to our customers and partners</li><li>Become a subject matter expert in a technology (WEKA or customer technology)</li><li>Be part of on-call, follow the sun rotation model support as required</li><li>This position may involve alternative work hours including nights, weekends, and company holidays</li><li>Regional/Domestic/International travel may be required for this position </li></ul>
Requirements <ul><li>Hands-on experience in supporting Linux-based enterprise infrastructure products (storage, networking, virtualization, security, cloud etc.)</li><li>Experience in L3 support and customer interactions for enterprise infrastructure products</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 Supporting Enterprise Software Solutions and/or applications, including hardware components</li><li>Ability to triage issues, and effectively escalate them to appropriate engineering groups as necessary</li><li>Understanding of networking including Infiniband, Ethernet, DPDK, UCX.</li><li>Demonstration of subject matter expertise and knowledge in cloud/computer/networking/storage.</li><li>Prior support experience at cloud/HPC related company is desired </li></ul>
Minimum Qualifications (Education &amp; Experience) <ul><li>Hands-on experience in supporting Linux-based enterprise infrastructure products (Cloud Applications, Storage, Networking, Virtualization, Security, etc.)</li><li>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).</li><li>Familiarity with Kubernetes/Containers/LXC technologies</li><li>Experience in L3 support and customer interactions for enterprise infrastructure products</li><li>Knowledge of various operating systems such as LINUX, Ubuntu and Windows</li><li>Technical writing</li><li>Ability to follow standard engineering principles and practices.</li><li>Creative approach to problem solving.</li><li>Minimum 10 years of experience in customer-facing, deep technical problem solving roles </li></ul>
Concerned that you don’t meet every qualification above? Studies have shown that women and people of color may be less likely to apply for jobs if they don’t meet every qualification specified. At WEKA, we are committed to building a diverse, inclusive and authentic workplace. If you are excited about this position but are concerned that 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.
 
 </div>
 </div>