Senior Technical Services Engineer

2 days ago

Washington DC USA, United States WEKA Job Board External Full time
About WEKA

WEKA is a pioneering company in the enterprise data stack, architecting a new approach for the AI era. Our mission is to empower businesses to reach discoveries, insights, and outcomes faster and more sustainably.

Job Summary

We are seeking a highly skilled Senior Technical Services Engineer to join our team. As a key member of our Technical Services team, you will be responsible for providing exceptional support to our customers, ensuring their success with our products and services.

Key Responsibilities
  • Resolve technical problems by working with customers and engaging with our R&D team as needed.
  • Provide feedback to R&D and help prioritize bugs, usability issues, and other technical challenges.
  • Offer back-office support for pre-sales engineers, partners, and resellers.
  • Monitor WEKA's systems using our remote monitoring tool and proactively identify corrective actions.
  • Document customer issues using our ticketing system and communicate effectively with employees, customers, and partners.
  • Share and document knowledge via FAQ/Knowledge Base articles.
  • Manage multiple projects/support cases simultaneously and champion customer issues internally and externally.
Requirements
  • 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 and 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.
Desired Qualifications
  • 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 using 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 companies is desired.
What We Offer

WEKA is committed to building a diverse, inclusive, and authentic workplace. If you are excited about this position but don't meet every qualification, we encourage you to apply anyway. 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.

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