Global Resolution Engineer

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 a Global Resolution Engineer (GRE) at WEKA, you will be a crucial part of our advanced technical support structure. You'll serve as a bridge between our Customer Success teams and our Development team, tackling complex technical challenges that require deep expertise, insight and exceptional system troubleshooting skills.. This role demands technical excellence, stellar communication skills both written and verbal, and the ability to drive resolution for our most intricate customer issues.

Bring Your Expertise – and Your Passion

• Extensive experience in enterprise-level technical support, in as many as possible of the following domains: storage, networking and public cloud domains
• Deep understanding of Linux-based systems and enterprise infrastructure
• Advanced troubleshooting and problem-solving skills in complex, multi-vendor environments
• Understanding of networking protocols and technologies (Infiniband, Ethernet, DPDK, UCX)
• Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts clearly
• Experience in mentoring and training technical teams
• Familiarity with Jira and other ticketing systems
• Strong sense of ownership and urgency. 
• Knowledge of scripting & DevOps technologies like Python, Bash, Terraform, Ansible is a big plus
• Knowledge of Kubernetes, containerization, and virtualization technologies is a plus
• Ability to write clear, concise technical documentation and knowledge base articles

Responsibilities include: 

• Act as a specialized tier, focusing on escalations from Customer Success that require advanced technical insight.
• Analyze and resolve complex technical issues, minimizing the need for escalation to the Development team
• Collaborate closely with Customer Success to provide guidance, mentorship, and technical expertise
• Develop and maintain a comprehensive Known Issues Database, WEKA Technical Advisories (WTA), and Knowledge Base (KB) articles
• Monitor and manage Jira tickets, ensuring timely resolution and effective communication across teams
• Conduct regular training sessions for Customer Success, new hires, and cross-team knowledge sharing
• Own and maintain technical analysis tools, continuously improving their effectiveness
• Serve as a technical liaison between Support, Development, and other departments
• Contribute to product improvement by providing valuable feedback to the Development team
• Participate in on-call rotations to provide 24/7 advanced support coverage

Desired Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent practical experience)
• Minimum of 15 years of experience in customer-facing advanced technical support roles
• Demonstrated expertise in Linux operating systems and enterprise infrastructure
• Proven track record of resolving complex technical issues and managing escalations
• Experience with cloud technologies and distributed systems
• Strong analytical and problem-solving skills
• Excellent English language skills, both written and verbal
• Willingness to work flexible hours as part of a global team

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.