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WEKA
WEKA
201 – 500 Employees
Artificial IntelligenceB2BEnterprise
WEKA develops an AI-native data platform for enterprise customers running AI and data workloads. The company also provides customer support and account management through its support portal.
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Senior Global Resolution Engineer

Lead complex escalations for WEKA’s hybrid cloud data platform, from initial investigation through lasting resolution. Troubleshoot Linux, GPU, networking, storage, and NVIDIA DGX environments.

USUnited StatesRemoteFull-timeSeniorLeadEnglish RequiredEngineer
AnsibleAWSAzureCloudDistributed SystemsGoogle Cloud PlatformKubernetesLinuxNFSPythonTerraform

Description

  • Lead complex escalations from initial investigation through permanent resolution, including customer bridge support during critical incidents.
  • Trace root causes across applications, GPU and compute, clients, network fabric, storage, and cloud components.
  • Spot recurring issues across cases, customers, and software versions, assess their broader impact, and drive proactive responses.
  • Resolve issues within the team or prepare actionable defects for R&D with reproduction steps, supporting evidence, and root-cause hypotheses.
  • Create and update Known Issues, WEKA Technical Advisories, and Knowledge Base articles.
  • Use recurring escalations to guide product and process improvements.
  • Develop and enhance analysis tools and automation for the Support organization.
  • Coach Customer Success engineers and strengthen technical practices.
  • Provide technical training to Customer Success, new hires, and colleagues across teams.
  • Join on-call rotations to support round-the-clock coverage.
  • Serve as a subject matter expert for NCP and DGX Cloud environments, reference architectures, benchmark tools, and joint troubleshooting with NCP and NVIDIA engineers.

Requirements

  • Bachelor’s degree in computer science, engineering, or a related discipline, or equivalent practical experience.
  • At least 10 years in advanced technical support, sustaining engineering, site reliability engineering, or systems engineering roles involving direct customer work.
  • Demonstrated ability to diagnose and resolve complex distributed systems issues.
  • Experience converting individual escalations into broader solutions such as product changes, technical advisories, or tools.
  • Experience supporting customers directly during critical, high-visibility incidents.
  • Experience working with engineering teams to resolve defects, including reproducing issues and providing root-cause evidence.
  • Strong written and spoken English.
  • Flexibility to work varied hours as part of a global team.
  • Ability to reason across network, kernel, storage, and application layers.
  • Extensive Linux knowledge, including kernel internals, memory management, NUMA, CPU scheduling, and drivers.
  • Experience with distributed storage or parallel file systems.
  • Knowledge of high-performance networking technologies, including RDMA, RoCE, InfiniBand, and Ethernet.
  • Advanced debugging skills, including large-scale core dump and log analysis, perf, eBPF, gdb, and source code review.
  • Ability to analyze performance using metrics and data-driven hypothesis testing.
  • Experience with GPU and AI workloads, GPUDirect Storage, and NVIDIA DGX, SuperPOD, or NCP reference architectures is strongly preferred.
  • Public cloud experience with AWS, Azure, GCP, or OCI, along with Kubernetes, containers, or virtualization, is a plus.
  • Familiarity with NFS, SMB, S3, DPDK, UCX, and automation tools such as Python, Bash, Ansible, or Terraform is a plus.

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