WEKA is architecting a new approach to the enterprise data stack built for the AI era. The WEKA® Data Platform sets the standard for AI infrastructure with a cloud and AI-native software solution that can be deployed anywhere. It transforms legacy data silos into data pipelines that make GPUs, AI, and other performance-intensive workloads run faster, work more efficiently, and consume less energy.

WEKA is a pre-IPO, growth-stage company on a hyper-growth trajectory. We've raised $375M in capital with dozens of world-class venture capital and strategic investors. We help the world's most innovative enterprises and research organizations, including 12 of the Fortune 50, reach discoveries, insights, and outcomes faster and more sustainably.

We're passionate about helping our customers overcome complex data challenges to accelerate their innovation and help grow their businesses. If you share our passion, we invite you to join us on this exciting journey.

What's Cool About This Job

As Senior Technical Services Engineer - Federal, you will join a team of the most experienced Technical Services Engineers responsible for WEKA's post-sales success continuing to provide exceptional support contributing to our 5 star gartner review performance. You will be working on cutting edge technologies helping to solve some of our technical challenges. General direction is provided on routine work, and detailed direction is provided on new projects and assignments; as well as on-going review of activities and priorities. The ideal candidate will be an important contributor on assigned projects.

Bring Your Expertise - and Your Passion

• Bridging between the customer and R&D whenever current product features, reliability or documentation do not match the customer's expectations
• Resolve technical problems by working with customers and engage with WEKA's R&D if required
• Providing feedback to R&D and help to prioritize bugs, usability issues, etc.
• Providing back-office support for pre-sales engineers, partners, and resellers
• Keeping track of WEKA's systems via our remote monitoring tool, while proactively identifying corrective actions
• Responsible for ownership, tracking and documenting customer issues using our ticketing system
• Communicate effectively with employees, customer and partners, ensuring the message is concise and professional
• Shares and documents knowledge via FAQ / KB articles, which can be internal or customer facing
• Manage multiple projects/support cases simultaneously
• Champion customer issues internally, and represents WEKA externally to our customers and partners
• Be part of on-call, follow the sun model support as required
• This position may involve alternative work hours including nights, weekends, and company holidays
• Regional/Domestic travel will be required for this position

Minimum Qualifications

• Hands-on experience in supporting Linux-based enterprise infrastructure products (Cloud Applications, Storage, Networking, Virtualization, Security, etc.)
• Proficient with at least one of the following Cloud Technologies; Amazon Web Services (AWS), Microsoft Azure, Oracle Cloud Infrastructure (OCI), or Google Cloud Platform (GCP).
• Familiarity with Kubernetes/Containers/LXC technologies
• Experience in L3 support and customer interactions for enterprise infrastructure products
• Knowledge of various operating systems such as LINUX, Ubuntu and Windows
• Technical writing
• Highly proficient in verbal and written English
• Minimum 10 years of experience in customer-facing, deep technical problem solving
• TS/SCI Clearance required and eligibility to obtain Poly

Desired 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 appropriate 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.
• Prior support experience at cloud/HPC related company is desired

Concerned you don't meet every qualification? Don't let it stop you from applying!
WEKA is committed to building a diverse, inclusive, and authentic workplace. If you are excited about this position but don't meet every qualification in the job description, we encourage you to apply anyway - you may just be the right candidate for this or other positions at WEKA.

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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.