Technical Services Engineer - Federal

About the role

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. If you share our passion, we invite you to join us on this exciting journey.

Summary

As a Senior Technical Services Engineer (TSE) on WEKA's 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 customer's security rules, and keep the customer informed at every step.

Responsibilities

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

Manage hardware replacement under federal media handling rules, including drive retention and sanitization requirements

Install, upgrade, and maintain WEKA in hardened environments: 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

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

Strong Linux expertise: RHEL and Ubuntu administration, kernel, networking, storage, and drivers

Experience with distributed storage or parallel file systems

High performance networking: RDMA, RoCE, InfiniBand, Ethernet

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

Systems provisioning and administration in classified environments, including SELinux, STIG, and RMF

Clear communication with audiences ranging from a mission owner to a WEKA developer

Strong sense of ownership and urgency

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

Minimum Qualifications (Education & Experience)

Bachelor's 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

Proven track record of resolving complex issues in distributed systems

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

US citizenship

Active TS/SCI clearance

Current DoD 8140 qualifying certification: Security+ CE, CISSP Associate, or CISSP

Posting text as published by WEKA.

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