Senior Technical Services Engineer – Remote US West
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Job Description
Senior Technical Services Engineer troubleshooting WEKA enterprise infrastructure for top-tier customers. Bridging customer needs with Engineering while supporting storage, networking, virtualization, and cloud environments.
Responsibilities:
- Serve as the primary technical liaison between customers and Engineering to address feature gaps, reliability concerns, and documentation improvements
- Troubleshoot and resolve technical issues, escalating to engineering when necessary
- Reproduce customer issues in a lab environment
- Provide feedback to Engineering to enhance product supportability, usability, and serviceability
- Support pre-sales engineers, partners, and resellers with technical expertise
- Proactively monitor WEKA systems using remote monitoring tools to identify and address potential issues
- Own, track, and document customer issues via the ticketing system
- Communicate clearly and professionally with customers, partners, and internal teams while advocating customer concerns internally and representing WEKA externally
- Contribute to internal and customer-facing documentation, including FAQs and knowledge-base articles
- Contribute to project initiatives aligned with team and company goals
- Progress toward subject matter expertise in different technologies and obtain industry certifications
- Participate in on-call, follow-the-sun support rotations as needed
- Be available for alternative work hours, including nights, weekends, and holidays, and potential regional/international travel
Requirements:
- 5+ years in customer-facing technical roles, solving complex enterprise infrastructure issues
- Strong technical troubleshooting supporting Linux-based enterprise infrastructure products (storage, networking, virtualization, security, etc.)
- Deep understanding of networking (Infiniband, Ethernet, DPDK, UCX)
- Proficiency in Python, Bash, and experience with automation scripting for system monitoring and troubleshooting
- Experience working with or troubleshooting file protocols (POSIX, NFS, SMB, S3)
- Experience working with Kubernetes, Containers, LXC
- Experience troubleshooting and analyzing logs and other monitoring tools (Prometheus, Grafana)
- Experience in enterprise L3 support and customer interactions for enterprise infrastructure products
- Strong technical troubleshooting and fault isolation skills in a multi-platform-system-vendor environment
- Proven ability to troubleshoot complex customer problems and manage the escalation process to internal engineering and product teams
- Experience collaborating between customer support and product development teams
- Experience working with one of the following cloud environments: AWS, GCP, or Azure
- Prior support experience at storage/HPC-related companies
- Prior administration experience managing large-scale HPC clusters
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