Senior Designated Service Engineer

At WEKA, we’re passionate about helping organizations to overcome complex data challenges and accelerate their innovation, research, discovery, and businesses. We envision a future without compromise for our customers, which is why we’re creating a novel approach to data management that is purpose-built for the cloud and AI era. 

Our flagship product, the WEKA® Data Platform, was architected from the ground-up to harness high performance, next generation workloads like AI and machine learning at scale. Software and subscription-based, it provides consistently epic performance anywhere our customers want to store, manage, and run their data – whether that’s on-premises, in the cloud, at the edge, in hybrid and multicloud environments, or bursting between platforms. 

WEKA is a pre-IPO growth stage company on a hypergrowth trajectory that is helping many of the world’s leading research organizations and enterprises—including eight of the Fortune 50—to achieve first-to-market results with AI and ML. 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 Designated Services Engineer role is critical to the assigned Account/Sales Team in 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

• 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

Requirements:

• 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

Minimum Qualifications (Education & Experience)

• 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
• Ability to follow standard engineering principles and practices.
• Creative approach to problem solving.
• Minimum 10 years of experience in customer-facing, deep technical problem solving roles

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.