Designated Services Engineer

Who you are

• 10+ years in customer-facing, deep technical problem-solving roles
• Hands-on experience supporting Linux-based enterprise infrastructure at scale: storage, networking, virtualization, and cloud
• Experience in L3 support and direct customer interaction for enterprise infrastructure products
• Deep understanding of networking: InfiniBand, Ethernet, RDMA, DPDK, and UCX
• Strong fluency in Kubernetes and containerization, including persistent storage, CSI, and operators
• Experience with GPU, HPC, or AI/ML infrastructure. Comfort with performance benchmarking and diagnosing bottlenecks
• Proficiency with at least one major cloud: AWS, Azure, Oracle Cloud, or Google Cloud
• Proficiency in Python, Bash, or Ansible for monitoring, diagnostics, and repeatable tasks
• Experience with observability stacks such as Prometheus and Grafana
• Proven ability to resolve complex customer problems and escalations using the right internal and external resources
• Experience leading customer reviews, planning upgrades, and managing multiple workstreams at once
• Excellent written and verbal communication. You can brief an engineer and a CTO on the same day
• Strong technical writing
• Willingness to travel to customer sites as needed
• Prior support or engineering experience at a cloud provider, GPU cloud, or HPC company
• Experience with WEKA or another parallel or distributed file system
• Experience with NVIDIA DGX-class systems, Slurm, or multi-tenant AI platforms
• Experience with infrastructure as code or configuration management (Ansible, Terraform)
• Familiarity with Jira, Confluence, Slack, and collaboration between support, product, and engineering teams

What the job involves

• AI Hyperscalers build GPU platforms and sell them to their own customers
• WEKA is the data layer under those platforms
• As Senior Designated Services Engineer, you are the named engineer for an assigned AI Hyperscaler
• You know the environment as your own
• You work proactively, not from a ticket queue
• You are the owner of the account relationship and the escalation path into WEKA
• This role blends the DSE and the TAM
• About 80% of your time is hands-on engineering: architecture, deployment, performance, and issue resolution
• About 20% is programmatic: the cadence, reviews, planning, and reporting that keep the customer’s needs covered over time
• You own both
• Premium Services coverage is business hours in the customer’s geography, single or multi-geo
• Engineering and Operational Ownership (about 80%)
• Know the environment. Hold a current picture of the customer’s WEKA clusters, client fleet, networks, Kubernetes deployments, and tenant workloads. Track changes and configuration
• Monitor proactively. Use WEKA Home, autosupport, observability, and remote monitoring to find risk before it reaches production. Act on it
• Resolve technical problems. Own customer issues from open to root cause. Engage WEKA Engineering, GRE, and R&D when needed. Deliver clear, timely RCAs
• Bridge to Engineering. Carry customer needs to Engineering and Product when features, reliability, or documentation fall short. Help prioritize bugs, serviceability, and supportability
• Recommend architecture. Advise the customer on design, scale, and tenancy. Align the right senior WEKA resources, or execute the recommendation yourself
• Own the client layer. Drive verification of GPU node clients, BlueField-3 and SR-IOV networking, routed tenant networks, mount options, cgroups, and the WEKA Kubernetes operator and CSI driver. Validate configuration and scripts before deployment
• Optimize for the workload. Work with the customer and possibly its end customers to tune performance for training, inference, and checkpointing. Set baselines. Run and interpret performance tests
• Deliver continuity. Execute expansions and new deployments within the existing engagement. No separate implementation project spin-up. The next cluster starts with the engineer already in the environment
• Direct the Administrator. Where a WEKA Data Platform Administrator is assigned, you are the technical owner. You set direction and take escalations
• Build durable artifacts. Write runbooks, KB articles, postmortems, and automation. Leave the environment better documented every quarter
• Work the account team. Support Sales Engineering, partners, and account teams with credible technical depth in front of senior customer stakeholders
• Programmatic Ownership (about 20%)
• Run the cadence. Lead regular operating reviews with the NCP. Bring health, risks, open cases, and decisions needed
• Deliver executive reviews. Prepare and present technical business reviews with outcomes, trends, and recommendations for customer’s leadership
• Plan releases and upgrades. Assess the environment, analyze bug and field-alert risk, and build upgrade plans with the customer and WEKA teams
• Track the program. Maintain a single view of open issues, feature requests, roadmap dependencies, and commitments. Keep owners and dates current
• Report on account health. Deliver periodic and custom reports. Tell leadership what changed, what is at risk, and what happens next
• Plan for growth. Work with the account team on capacity, expansion, and new tenant onboarding so the customer scales without surprises
• Coordinate across WEKA. Align Sales, Professional Services, Technical Services, Product, and R&D around the NCP’s priorities
• Educate. Tell customers about new features, field alerts, and best practices that matter to their environment
• What Success Looks Like
• The customer treats you as its engineer on the WEKA side. They call you first
• You find problems before the customer does
• Tenants onboard faster, and workloads hit their performance targets
• Client-layer issues are caught in verification, not in production
• Expansions and new deployments start from your knowledge of the environment, with no cold handoff
• Executive reviews change what the customer does next
• Runbooks, dashboards, and postmortems raise the operational maturity of the account
• Escalations reach Engineering complete, with evidence and a clear ask

Benefits

• Care package received upon hire: backpack, multiple shirts etc.
• 401(k)
• Stock options available
• Cellular phone plan coverage
• On and off-location meal perks
• Dental, vision, life & disability insurance
• Work-related travel reimbursement
• Flexible spending account
• Parental leave
• Professional development assistance
• A tech stack with Laptop or PC of choice, up to 2 monitors, office phone, headset
• Work from home opportunities
• Health insurance
• Career development
• At least one offsite event per quarter with spontaneous office gatherings regularly