Summary:As Senior Technical Services Engineer, you will play a key role in ensuring WEKA's Customer Success, contributing to our five-star Gartner reviews. You will work with cutting-edge technologies and top-tier customers, providing technical expertise and strengthening customer relationships. Collaborating closely with Account Teams, you will gain deep insight into customers' business requirements, technical needs, and system environments. Your role involves resolving technical issues, bridging gaps between customers and Engineering, and ensuring the highest level of service.
Location: Remote US West (Pacific or Mountain Time Zones)
As a Senior Technical Services Engineer, you'll:- 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.
- Reproduction of 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 represent WEKA externally.
- Contribute to knowledge-sharing through internal and customer-facing documentation (FAQs, KB articles).
- Contribute to project initiatives that align with team and company goals.
- Progress towards a subject matter expert in different technologies and obtain industry certifications.
- Participate in on-call, follow-the-sun support rotations as needed.
- Availability for alternative work hours (nights, weekends, 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 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, Azure).
- Prior support experience at storage/HPC related companies.
- Prior administration experience in managing large-scale HPC clusters.
