Global Resolution Engineer (Hybrid, Bangalore)

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. Location: Hybrid (On-site in Bangalore 3 days; Remote 2 days) 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