Night Shift Service Engineer

As a Designated Services Engineer at WEKA, you will play a crucial role in ensuring WEKA's Customer Success by serving as the primary technical liaison between customers and Engineering. Your contributions will help in addressing feature gaps, reliability concerns, and documentation improvements. Your responsibilities will include troubleshooting and resolving technical issues, providing feedback to enhance product supportability, usability, and serviceability, supporting pre-sales engineers, partners, and resellers with technical expertise, and managing multiple projects and support cases concurrently. Key Responsibilities: - 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. - Manage multiple projects and support cases concurrently. - Participate in on-call, follow-the-sun support rotations as needed. - Availability for alternative work hours (nights, weekends, holidays) and potential regional/international travel. - Ability to diagnose hardware failures, network congestion, and performance bottlenecks. Qualifications Required: - Enterprise infrastructure L3 or higher support experience (Linux-based storage, networking, virtualization, cloud, etc.). - 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). - 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. In addition to the technical aspects of the role, WEKA is committed to diversity, inclusion, and providing equal opportunities to all employees and applicants. The company values creating a diverse, inclusive, and authentic workplace where everyone has the opportunity to succeed. If you are interested in the position and feel you have the necessary skills, we encourage you to apply, as WEKA believes in considering candidates based on their potential rather than solely on meeting all qualifications specified in the job description. As a Designated Services Engineer at WEKA, you will play a crucial role in ensuring WEKA's Customer Success by serving as the primary technical liaison between customers and Engineering. Your contributions will help in addressing feature gaps, reliability concerns, and documentation improvements. Your responsibilities will include troubleshooting and resolving technical issues, providing feedback to enhance product supportability, usability, and serviceability, supporting pre-sales engineers, partners, and resellers with technical expertise, and managing multiple projects and support cases concurrently. Key Responsibilities: - 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. - Manage multiple projects and support cases concurrently. - Participate in on-call, follow-the-sun support rotations as needed. - Availability for alternative work hours (nights, weekends, holidays) and potential regional/international travel. - Ability to diagnose hardware failures, network congestion, and performance bottlenecks. Qualifications Required: - Enterprise infrastructure L3 or higher support experience (Linux-based storage, networking, virtualization, cloud, etc.). - 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). - 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 ex