Job Description

• Bengaluru, Karnataka, India Remote

WEKA addresses the storage challenges posed by today’s enterprise AI workloads and other high-performance applications running on-premises, in the cloud or bursting between platforms. The WEKA offers a modern subscription software-based data platform delivering 10x+ performance and scale demanded by today’s cloud and AI workloads. The WEKA Data Platform Delivers the simplicity of NAS, the performance of SAN or DAS and the scale of object storage, with no compromises.

As Senior Technical Support Engineer, you will join a team of Senior Engineers responsible for Weka’s post-sales success and big part of the 5 star gartner reviews. You will be working on cutting edge technologies with the most cutting edge customers.

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.

Responsibilities

• Bridging between the customer and R&D whenever current product features, reliability or documentation do not match the customer's expectations
• Resolve customer issues by working with the customer and if needed with R&D
• Providing feedback to R&D and help to prioritize bugs, usability issues, etc.
• Providing back-office support for pre-sales engineers, partners, and resellers
• Certification and bench-marking the Weka file system with various applications
• Keeping track of installed systems via Weka's remote monitoring and proactively identify needed actions
• Drive resolution to escalated support requests.
• Own and track customer issues using our ticket tracking system
• Own communications for your issues, 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 represent the company externally
• Provide on-call support as required
• This position may involve alternative work hours including nights, weekends, and company holidays
• Regional/Domestic/International travel

Requirements

• Hands-on experience in supporting Linux-based enterprise infrastructure products (storage, networking, virtualization, security, etc.)
• Familiarity with AWS, Kubernetes/Containers, Linux OS installation, and management
• Experience in L3 support and customer interactions for enterprise infrastructure products
• Highly proficient in spoken and written English - MUST
• 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 in supporting both hardware, and software products
• Ability to triage issues, and effectively escalate them to appropriate engineering groups as necessary
• Knowledge of various operating systems such as LINUX, and Windows
• Knowledge of containerization such as Kubernetes, LXC.
• Understanding of networking including Infiniband, Ethernet, DPDK, UCX.
• Demonstration of subject matter expertise and knowledge in computer/networking/storage.
• Prior support experience at storage/HPC related company is desired

Minimum Qualifications (Education & Experience)

• Hands-on experience in supporting Linux-based enterprise infrastructure products (storage, networking, virtualization, security, etc.)
• Proficient with AWS, Kubernetes/Containers, Linux OS installation, and administration
• Experience in L3 support and customer interactions for enterprise infrastructure products
• Highly proficient in spoken and written English - MUST
• Minimum 10 years of experience in customer-facing, deep technical problem solving