Designated Services Engineer (Hybrid, Bangalore)

The role

You will serve as the primary technical liaison between customers and Engineering to address feature gaps, reliability concerns, and documentation improvements. You will troubleshoot technical issues and provide feedback to enhance product supportability and usability.

What you will do

• Serve as the primary technical liaison between customers and Engineering
• 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 clearly and professionally with customers, partners, and internal teams
• Contribute to knowledge-sharing through internal and customer-facing documentation
• Manage multiple projects and support cases concurrently
• Participate in on-call, follow-the-sun support rotations as needed

Required qualifications

• 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)
• Availability for alternative work hours (nights, weekends, holidays)

Nice to have

• Experience with JIRA, Confluence, Slack, and other collaboration tools
• Experience collaborating between customer support and product development teams
• Familiarity with Kubernetes, Containers, LXC, and cloud platforms (AWS, Azure, OCI, GCP)
• Prior experience managing large-scale HPC clusters
• Strong technical writing skills and a creative approach to problem-solving

About the company

WEKA is a pre-IPO, growth-stage company that provides a cloud and AI-native software solution for agentic AI data infrastructure. They help large enterprises and research organizations achieve discoveries and business outcomes faster.