Designated Services Engineer

• Ensure WEKA customer success by providing technical expertise and strengthening customer relationships
• Collaborate with Account Teams to understand customers' business requirements, technical needs, and system environments
• Serve as the primary technical liaison between customers and Engineering
• 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
• Own, track, and document customer issues via the ticketing system
• Communicate with customers, partners, and internal teams
• Contribute to internal and customer-facing documentation, including FAQs and 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
• Work alternative hours, including nights, weekends, and holidays, and potentially travel regionally/internationally

• 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)
• Proficiency in written and verbal English and Mandarin