Join the WEKA Team: Revolutionizing Data Management for the Cloud and AI Era
WEKA is a pioneering company that's transforming the way organizations manage their data in the cloud and AI era. We're on a mission to help our customers overcome complex data challenges and accelerate their innovation, research, discovery, and businesses. Our flagship product, the WEKA Data Platform, is a game-changing solution that's designed to harness high-performance workloads like AI and machine learning at scale.
We're seeking an experienced Sr. Designated Services Engineer - West to join our team of dedicated engineers responsible for delivering exceptional customer success experiences. As a key member of our team, you'll work closely with our customers, account teams, and engineering teams to resolve technical problems, provide feedback, and drive customer satisfaction.
About WEKA
WEKA is a pre-IPO growth-stage company on a hypergrowth trajectory, helping many of the world's leading research organizations and enterprises achieve first-to-market results with AI and ML. Our customers include eight of the Fortune 50 companies, and we're committed to building a diverse, inclusive, and authentic workplace.
Job Summary
As a Sr. Designated Services Engineer - West, you'll play a critical role in furthering the WEKA customer relationship and solving technical problems for our customers. You'll work closely with account team members and customer contacts to understand their business requirements, mission, objectives, technical needs, systems, and solutions. Your primary responsibility will be to bridge the gap between our customers and engineering teams, ensuring that our products meet their expectations.
Key Responsibilities:
- Bridging between customers and engineering teams to resolve technical problems and ensure that our products meet customer expectations
- Resolving complex technical problems by working with customers and engaging with WEKA's engineering teams as required
- Providing feedback to engineering teams and helping prioritize bugs, serviceability, supportability, and usability issues
- Supporting pre-sales engineers, partners, and resellers with technical queries and issues
- Monitoring WEKA's systems via our remote monitoring tool and proactively identifying corrective actions
- Tracking and documenting customer issues using our ticketing system
- Communicating effectively with employees, customers, and partners, ensuring concise and professional communication
- Sharing and documenting knowledge via FAQ/KB articles, which can be internal or customer-facing
- Managing multiple projects and support cases simultaneously
- Championing customer issues internally and representing WEKA externally to our customers and partners
- Becoming a subject matter expert in a technology (WEKA or customer technology)
- Participating in on-call, follow-the-sun rotation model support as required
- Traveling regionally, domestically, or internationally for this position may be required
Requirements
Essential 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 utilizing 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
Preferred Qualifications:
- Prior support experience at a cloud/HPC-related company
- Familiarity with Kubernetes/Containers/LXC technologies
- Knowledge of various operating systems, such as LINUX, Ubuntu, and Windows
- Technical writing skills
- Ability to follow standard engineering principles and practices
- Creative approach to problem-solving
Education and Experience
Minimum 10 years of experience in customer-facing, deep technical problem-solving roles.
Compensation and Benefits
WEKA offers a competitive salary range of $165,000-$210,000 for this position, depending on geographical location, candidate qualifications, certifications, relevant job-related work experience, education, skillset, and other relevant business and organizational factors. Our comprehensive benefits package includes:
- Medical, Dental, Vision, Life insurance
- 401(K) plan
- Flexible Time Off (FTO)
- Sick time
- Leave of absence as per the FMLA and other relevant leave laws
Why Join WEKA?
At WEKA, we're committed to building a diverse, inclusive, and authentic workplace. We encourage candidates from all backgrounds to apply, even if they don't meet every qualification specified. If you're excited about this position and are looking for a new challenge, we invite you to apply.
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.
How to Apply
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