Technical Services Engineer - Federal

WEKA · Remote, United States

Senior Technical Services Engineer (Federal)

US East Coast
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® NeuralMesh, 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. As a Senior Technical Services Engineer (TSE) on WEKAs Federal team, you own post-sales technical support for our government and special programs customers, from first report through resolution. You work across the entire customer solution: GPU and compute servers, clients, the network fabric, the WEKA NeuralMesh, and government cloud infrastructure. When an issue needs deeper engineering, you partner with Global Resolution Engineering (GRE) and hand off evidence that Development can act on.
Federal coverage: many of these environments are classified or air gapped, with no remote telemetry, no remote sessions, and diagnostic data that cannot leave the site. You are often the only WEKA engineer who can see the cluster, so you diagnose on site, collect what the wider team needs within the customers security rules, and keep the customer informed at every step.
Own customer cases end to end for federal and special programs accounts: triage, troubleshooting, customer communication, and closure
Analyze the complete solution stack (application, GPU and compute, client, network fabric, storage, cloud) to isolate root cause across component and vendor boundaries
Work on site and inside customer secure facilities (SCIFs) when remote access is not permitted, including during critical incidents
Collect, review, and sanitize diagnostics in air gapped and classified environments, following customer security requirements and approved release procedures
Escalate to Global Resolution Engineering (GRE) with reproduction steps, evidence, and a root cause hypothesis, and remain the customer facing owner while the escalation is worked
SELinux, DISA STIG, FIPS 140-3, and Risk Management Framework (RMF) controls
Author and maintain Knowledge Base (KB) articles, internal and customer facing, including federal specific procedures
Turn recurring issues into product and process improvements: feedback to Development on supportability, documentation, and federal deployment requirements
Provide technical support for federal pre-sales engineers, partners, and resellers
Participate in on-call rotations for government and special programs customers, which can include nights, weekends, and company holidays
Regional and domestic travel required
Systems thinking: the ability to reason about how a change in one layer (network, kernel, storage, application) shows up as a symptom in another
Strong Linux expertise: RHEL and Ubuntu administration, kernel, networking, storage, and drivers
High performance networking: Debugging: log and core dump analysis, perf, gdb, and structured fault isolation in multi-vendor environments
Performance analysis: forming a hypothesis from metrics, then proving or disproving it with data
Experience with GPU and AI workloads, GPUDirect Storage, and NVIDIA DGX or SuperPOD environments is a plus
Experience with government cloud (AWS GovCloud, Azure Government), 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
Bachelors degree in Computer Science, Engineering, or a related field (or equivalent practical experience)
~10+ years in customer facing technical support, sustaining engineering, or systems engineering for Linux-based enterprise infrastructure
~ Strong technical writing: case notes, KB articles, and customer communication
~ 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, on-call, and on site in customer secure facilities
~