Global Resolution Engineer - NCP SME
Customer Success
WEKA is leading a paradigm shift in how data is stored, managed, and processed in the cloud and AI era. We are a pre-IPO, growth-stage company on a hyper-growth trajectory that has raised over $275M in capital and is backed by dozens of world-class venture capital and strategic investors.
Our flagship product, the WEKA Data Platform, is a software-based, hybrid cloud solution transforming stagnant legacy data silos into dynamic data pipelines that power GPUs efficiently and fuel performance-intensive workloads like generative AI and machine learning seamlessly and sustainably.
We're passionate about helping our customers overcome complex data management 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 a Global Resolution Engineer (GRE) at WEKA, you are the engineer we call when a problem does not fit inside a single ticket. You work across the entire customer solution: GPU and compute servers, clients, the network fabric, the WEKA Data Platform, cloud infrastructure, and the applications driving the workload. You find the root cause rather than the symptom, and you turn every resolution into something that protects the rest of our customer base. GREs bridge Customer Success and Development and act as the technical owner of our most complex escalations, from first analysis through permanent fix.
NCP coverage: this GRE seat carries additional focus on NVIDIA Cloud Partner (NCP) and NVIDIA DGX Cloud accounts, some of the largest GPU environments WEKA runs on. These customers build to NVIDIA reference architectures, measure against NVIDIA acceptance and benchmark tests, and escalate directly to WEKA, often with NVIDIA engineers on the bridge. You will become a subject matter expert for these environments, and part of your schedule extends coverage for NCP accounts outside their regional business hours, working alongside the Premium Services teams that own each account day to day.
Responsibilities:
- Own complex escalations end to end, from first analysis to permanent fix, including direct engagement on customer bridges during critical incidents
- Analyze the complete solution stack (application, GPU and compute, client, network fabric, storage, cloud) to isolate root cause across component and vendor boundaries
- Recognize patterns across cases, customers, and versions; determine the fleet exposure of a defect and drive proactive action before other customers are affected
- Resolve issues within the team wherever possible; when a code change is required, deliver R&D ready defects with reproduction steps, evidence, and a root cause hypothesis
- Author and maintain Known Issues, WEKA Technical Advisories (WTA), and Knowledge Base (KB) articles
- Turn recurring escalations into product and process improvements: feedback to Development, diagnostic gaps, and supportability requirements
- Build and improve analysis tools and automation that make the entire Support organization faster
- Mentor Customer Success engineers and raise the technical bar across the Support organization
- Deliver technical training for Customer Success, new hires, and cross-team knowledge sharing
- Participate in on-call rotations for 24/7 coverage
- Act as a subject matter expert for NCP and DGX Cloud environments: reference architectures, acceptance and benchmark tooling (elbencho, wekatester), and joint troubleshooting with NCP and NVIDIA engineers
Required Skills:
- Systems thinking: the ability to reason about how a change in one layer (network, kernel, storage, application) shows up as a symptom in another
- Deep Linux expertise: kernel, memory management, NUMA, CPU scheduling, drivers
- Experience with distributed storage or parallel file systems
- High performance networking: RDMA, RoCE, InfiniBand, Ethernet
- Advanced debugging: core dump and log analysis at scale, perf, eBPF, gdb, and the ability to read source code
- Performance analysis: forming a hypothesis from metrics, then proving or disproving it with data
- Clear communication with audiences ranging from a customer executive to a WEKA developer
- Strong sense of ownership and urgency
- Experience with GPU and AI workloads, GPUDirect Storage, and NVIDIA DGX, SuperPOD, or NCP reference architecture environments is strongly preferred
- Experience with public cloud (AWS, Azure, GCP, OCI), Kubernetes, containerization, and virtualization is a plus
- Knowledge of NFS, SMB, and S3 protocols, DPDK, UCX, and automation tools (Python, Bash, Ansible, Terraform) is a plus
Minimum Qualifications (Education & Experience):
- Bachelor''s degree in Computer Science, Engineering, or a related field (or equivalent practical experience)
- 10+ years in advanced technical support, sustaining engineering, SRE, or systems engineering roles with direct customer exposure
- Proven track record of resolving complex issues in distributed systems
- Track record of turning individual escalations into systemic fixes: product changes, advisories, or tooling
- Experience working directly with customers during critical, high visibility incidents
- Experience partnering with engineering teams on defect resolution, including reproduction and root cause evidence
- Excellent written and spoken English
- Willingness to work flexible hours as part of a global team