Federal Senior Technical Services Engineer

WEKA is architecting a new approach to the enterprise data stack built for the age of reasoning. The WEKA® Data Platform sets the standard for agentic AI data infrastructure with a cloud and AI-native software solution that can be deployed anywhere. It transforms legacy data silos into data pipelines that dramatically increase GPU utilization and make AI model training and inference, machine learning, and other compute-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 largest and most innovative enterprises and research organizations, including 12 of the Fortune 50, achieve discoveries, insights, and business outcomes faster and more sustainably. We’re passionate about solving our customers’ most complex data challenges to accelerate intelligent innovation and business value. If you share our passion, we invite you to join us on this exciting journey.

What you'll be doing:

As Senior Technical Services Engineer - Federal,  you will join a team of the most experienced Technical Services Engineers responsible for WEKA's post-sales success continuing to provide exceptional support contributing to our 5 star gartner review performance. You will be working on cutting edge technologies helping to solve some of our technical challenges.  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.

As a Senior Technical Services Engineer - Federal, you'll

• Bridging between the customer and R&D whenever current product features, reliability or documentation do not match the customer's expectations
• Resolve technical problems by working with customers and engage with WEKA's R&D if required
• Providing feedback to R&D and help to prioritize bugs, usability issues, etc.
• Providing back-office support for pre-sales engineers, partners, and resellers
• Keeping track of WEKA's systems via our remote monitoring tool, while proactively identifying corrective actions
• Responsible for ownership, tracking and documenting customer issues using our ticketing system
• Communicate effectively with employees, customer and partners, 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 represents WEKA externally to our customers and partners
• Be part of on-call, follow the sun model support as required
• This position may involve alternative work hours including nights, weekends, and company holidays
• Regional/Domestic travel will be required for this position

Requirements:

• Hands-on experience in supporting Linux-based enterprise infrastructure products (Cloud Applications, Storage, Networking, Virtualization, Security, etc.)
• Proficient with at least one of the following Cloud Technologies; Amazon Web Services (AWS), Microsoft Azure, Oracle Cloud Infrastructure (OCI), or Google Cloud Platform (GCP).
• Familiarity with Kubernetes/Containers/LXC technologies
• Experience in L3 support and customer interactions for enterprise infrastructure products
• Knowledge of various operating systems such as LINUX, Ubuntu and Windows
• Understanding of networking including Infiniband, Ethernet, DPDK, UCX.
• Technical writing
• Highly proficient in verbal and written English
• Minimum 10 years of experience in customer-facing, deep technical problem solving
• Current Security+ CE, CISSP Associate,  or CISSP certification.
• TS/SCI Clearance required and eligibility to obtain Poly

Nice to have if you have:

• Hands-on experience with systems provisioning and systems administration in classified environments, including strong understanding of SELinux, STIG procedures, and RMF.
• 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 Supporting Enterprise Software Solutions and/or applications, including hardware components
• Ability to triage issues, and effectively escalate them to appropriate engineering groups as necessary
• Demonstration of subject matter expertise and knowledge in cloud/computer/networking/storage.
• Prior support experience at cloud/HPC related company is desired

The WEKA Way:

• We are Accountable: We take full ownership, always–even when things don’t go as planned. We lead with integrity, show up with responsibility & ownership, and hold ourselves and each other to the highest standards.
• We are Brave: We question the status quo, push boundaries, and take smart risks when needed. We welcome challenges and embrace debates as opportunities for growth, turning courage into fuel for innovation.
• We are Collaborative: True collaboration isn’t only about working together. It’s about lifting one another up to succeed collectively. We are team-oriented and communicate with empathy and respect. We challenge each other and conduct positive conflict resolution. We are being transparent about our goals and results. And together, we’re unstoppable.
• We are Customer Centric: Our customers are at the heart of everything we do. We actively listen and prioritize the success of our customers, and every decision we make is driven by how we can better serve, support, and empower them to succeed. When our customers win, we win.

Concerned that you don’t meet every qualification above?

Studies have shown that women and people of color may be less likely to apply for jobs if they don’t meet every qualification specified. At WEKA, we are committed to building a diverse, inclusive and authentic workplace. If you are excited about this position but are concerned that your past work experience doesn’t match up perfectly with the job description, we encourage you to apply anyway – you may be just the right candidate for this or other roles 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.

USA Residents Only: The OTE hiring wage range for this position which the Company reasonably and in good faith expects to pay for the position in the specified geographic areas or locations, is $125,000 - $195,000.  Final compensation will be dependent on various factors relevant to the position and candidate such as geographical location, candidate qualifications, certifications, relevant job-related work experience, education, skillset and other relevant business and organizational factors, consistent with applicable law. In addition, the position may include some of the following comprehensive benefits such Medical, Dental, Vision, Life, 401(K), Flexible Time off (FTO), sick time, leave of absence as per the FMLA and other relevant leave laws.