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Weka.IO is seeking a Senior Technical Services Engineer to ensure customer success and maintain the company's five-star Gartner reputation. You will serve as the primary technical liaison between enterprise customers and the engineering team, providing expert-level support for complex infrastructure issues.
Key responsibilities include:
- Acting as the primary technical liaison between customers and Engineering, addressing feature gaps, reliability concerns, and documentation improvements
- Troubleshooting and resolving technical issues, with escalation to engineering when necessary
- Reproducing customer issues in lab environments to facilitate root-cause analysis
- Providing feedback to engineering teams to enhance product supportability, usability, and serviceability
- Supporting pre-sales engineers, partners, and resellers with technical expertise
- Proactively monitoring Weka systems using remote monitoring tools to identify and address potential issues before they impact customers
- Owning, tracking, and documenting customer issues via ticketing systems
- Communicating clearly and professionally with customers, partners, and internal teams while advocating for customer concerns
- Contributing to knowledge-sharing through internal and customer-facing documentation (FAQs, KB articles)
- Participating in project initiatives aligned with team and company goals
- Working toward subject matter expert status in key technologies and obtaining relevant industry certifications
- Participating in on-call, follow-the-sun support rotations
- Availability for alternative work hours (nights, weekends, holidays) and potential regional/international travel
The role is hybrid, requiring 3 days on-site in Bangalore with remote flexibility for other days.
Requirements:
- 5+ years in customer-facing technical roles solving complex enterprise infrastructure issues
- Strong technical troubleshooting expertise supporting Linux-based enterprise infrastructure products (storage, networking, virtualization, security, etc.)
- Deep understanding of networking technologies (Infiniband, Ethernet, DPDK, UCX)
- Proficiency in Python and Bash with experience in automation scripting for system monitoring and troubleshooting
- Experience working with or troubleshooting file protocols (POSIX, NFS, SMB, S3)
- Experience with Kubernetes, Containers, and LXC
- Experience troubleshooting and analyzing logs and monitoring tools (Prometheus, Grafana)
- Enterprise L3 support experience and customer interaction background for enterprise infrastructure products
- Strong technical troubleshooting and fault isolation skills in multi-platform, multi-vendor environments
- Proven ability to troubleshoot complex customer problems and manage escalation processes to internal engineering and product teams
- Experience collaborating between customer support and product development teams
- Experience with one or more cloud environments (AWS, GCP, Azure)
- Preferred: prior support experience at storage/HPC-related companies
- Preferred: prior administration experience managing large-scale HPC clusters
