Senior Designated Services 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

Summary

As Senior Designated Services Engineer, you will join a team of the most experienced Dedicated Engineers responsible for WEKA's Customer Success activities and a big part of our 5 star Gartner reviews. You will be working on cutting edge technologies with the most cutting edge customers.

The Sr. Designated Services Engineer role is critical to the assigned Account/Sales Team furthering the WEKA customer relationship and in solving technical problems for our customers. Working closely and collaboratively with Account Team members and customer contacts, the Senior Designated Services Engineer will become familiar with the customer's business requirements, mission, objectives, technical needs, systems and solutions, environment, and service history. This individual interacts primarily with Staff to Director level employees within the function and the technical team on assigned projects. There may be communication with employees in other functions as required.

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 Engineering 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 Engineering if required
• Providing feedback to Engineering and help to prioritize bugs, serviceability, supportability and usability issues
• Providing 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 a message that 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
• Become a subject matter expert in a technology (WEKA or customer technology)
• Be part of on-call, follow the sun rotation model support as required
• This position may involve alternative work hours including nights, weekends, and company holidays
• Regional/Domestic/International travel may be required for this position