Senior Technical Services Engineer
New
W
WEKAEnterprise infrastructure
Remote US West in the Pacific or Mountain Time Zones, Pacific or Mountain Time ZonesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years in customer-facing technical roles
- Required Skills
- PythonBashKubernetesPrometheusLinuxNetworking
Requirements
- Have 5+ years in customer-facing technical roles solving complex enterprise infrastructure issues.
- Bring strong troubleshooting experience with Linux-based enterprise infrastructure products, such as storage, networking, virtualization, or security.
- Have a deep understanding of networking, including InfiniBand, Ethernet, DPDK, and UCX.
- Be proficient in Python and Bash and have experience with automation scripting for system monitoring and troubleshooting.
- Have experience with file protocols such as POSIX, NFS, SMB, or S3.
- Have experience with Kubernetes, containers, and LXC.
- Have experience troubleshooting and analyzing logs and monitoring tools such as Prometheus and Grafana.
- Have enterprise L3 support and customer interaction experience with enterprise infrastructure products.
- Demonstrate fault isolation skills in multi-platform, multi-vendor environments and the ability to troubleshoot complex customer problems.
- Have experience escalating issues to internal Engineering and Product teams and collaborating between customer support and product development.
- Have experience with at least one of AWS, GCP, or Azure.
- Availability for alternative work hours, including nights, weekends, and holidays, and potential regional or international travel.
Responsibilities
- Serve as the primary technical liaison between customers and Engineering on feature gaps, reliability concerns, and documentation improvements.
- Troubleshoot and resolve technical issues, escalating them to Engineering when necessary.
- Reproduce customer issues in a lab environment.
- Provide Engineering with feedback to improve product supportability, usability, and serviceability.
- Support pre-sales engineers, partners, and resellers with technical expertise.
- Monitor WEKA systems using remote monitoring tools to identify and address potential issues.
- Own, track, and document customer issues in the ticketing system.
- Create internal and customer-facing documentation, including FAQs and knowledge base articles.
- Participate in on-call, follow-the-sun support rotations as needed.
- Contribute to project initiatives and progress toward subject matter expertise and industry certifications.
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