Sr. Technical Services Engineer (Hybrid, Bangalore)

About this job

As a Sr. Technical Services Engineer at WEKA in Bengaluru, you will play a vital role in driving customer success and building strong relationships with top-tier clients. WEKA focuses on cutting-edge technologies and prides itself on achieving top-tier customer satisfaction. In this hybrid role, you will work from the Bangalore office three days a week and remotely for the rest. A normal day in this position involves acting as the main technical bridge between customers and the engineering team. You will troubleshoot complex enterprise infrastructure issues, reproduce client problems in a lab environment, monitor WEKA systems remotely, and manage support tickets. Additionally, you will collaborate closely with account teams, help improve product usability, and contribute to knowledge-sharing documentation like FAQs and knowledge base articles. By addressing technical challenges and advocating for clients, you help ensure high levels of service and reliability.

Responsibilities

• Serve as the primary technical liaison between customers and Engineering to address issues.
• Troubleshoot and resolve technical problems, escalating to engineering when needed.
• Reproduce customer issues in a lab environment for effective analysis.
• Proactively monitor WEKA systems using remote monitoring tools to spot potential concerns.
• Own, track, and document customer issues through the ticketing system.
• Contribute to knowledge-sharing through internal and customer-facing documentation.
• Participate in on-call and follow-the-sun support rotations as required.

Requirements

• 5+ years in customer-facing technical roles solving complex enterprise infrastructure issues.
• Strong technical troubleshooting supporting Linux-based enterprise infrastructure products.
• Deep understanding of networking including Infiniband, Ethernet, DPDK, and UCX.
• Proficiency in Python, Bash, and automation scripting for system monitoring.
• Experience working with or troubleshooting file protocols like POSIX, NFS, SMB, and S3.
• Experience working with Kubernetes, Containers, and LXC.
• Experience troubleshooting and analyzing logs using tools like Prometheus and Grafana.

Good to have

• Experience working with cloud environments such as AWS, GCP, or Azure.
• Prior support experience at storage or HPC related companies.
• Prior administration experience in managing large-scale HPC clusters.

Who should apply

This role suits experienced professionals with a strong background in customer-facing technical support and enterprise infrastructure. Ideal candidates should possess deep expertise in Linux systems, networking, and scripting languages like Python and Bash. If you excel at troubleshooting complex issues, communicating clearly with clients, and collaborating between support and engineering teams, this position is a great fit. Please note that freshers should not apply, as the position explicitly requires over five years of relevant industry experience.

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