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WEKA is architecting a new approach to the enterprise data stack built for the age of reasoning. NeuralMesh by WEKA sets the standard for agentic AI data infrastructure with a cloud and AI-native software solution deployable anywhere. The company transforms legacy data silos into data pipelines that dramatically increase GPU utilization and make AI model training, inference, machine learning, and other compute-intensive workloads run faster, more efficiently, and consume less energy.
WEKA is a pre-IPO, growth-stage company on a hyper-growth trajectory, having raised $375M in capital with dozens of world-class venture capital and strategic investors. The company serves 12 of the Fortune 50 and other large enterprises and research organizations.
As a Senior Designated Services Engineer, you will play a key role in ensuring WEKA's customer success and contributing to the company's five-star Gartner reviews. You will work with cutting-edge technologies and top-tier customers, providing technical expertise and strengthening customer relationships.
Key responsibilities include:
- 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
- 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
- Contribute to knowledge-sharing through internal and customer-facing documentation (FAQs, KB articles)
- Manage multiple projects and support cases concurrently
- Advocate for customer concerns and represent WEKA externally
- Develop subject matter expertise in WEKA and customer technologies
- 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:
- 10+ years in customer-facing technical roles, solving complex enterprise infrastructure issues
- Ability to diagnose hardware failures, network congestion, and performance bottlenecks
- Enterprise infrastructure L3 or higher support experience (Linux-based storage, networking, virtualization, cloud, etc.)
- Strong technical troubleshooting in multi-platform, distributed environments
- Strong understanding of distributed storage systems
- Expertise in Linux/Unix administration
- Deep understanding of networking (Infiniband, Ethernet, DPDK, UCX), cloud computing, and distributed storage
- Proficiency in Python, Bash, and experience with automation scripting for system monitoring and troubleshooting
- Knowledge of POSIX, NFS, S3 protocols, log management, and monitoring tools (Prometheus, Grafana)
Nice to have:
- Experience with JIRA, Confluence, Slack, and other collaboration tools
- Experience collaborating between customer support and product development teams
- Familiarity with Kubernetes, Containers, LXC, and cloud platforms (AWS, Azure, OCI, GCP)
- Prior experience managing large-scale HPC clusters
- Strong technical writing skills and a creative approach to problem-solving
