Designated Services Engineer (Remote Taiwan)

Role overview

This senior role centers on delivering high-touch technical support for an enterprise data infrastructure platform built for AI, machine learning, and other compute-intensive workloads. The position acts as the primary technical bridge between customers and the engineering organization, combining deep infrastructure troubleshooting with proactive customer success work. It is a remote position based in Taiwan with global customer exposure.

Responsibilities

• Serve as the principal technical liaison between customers and engineering, addressing feature gaps, reliability concerns, and documentation improvements.
• Diagnose and resolve complex infrastructure issues across distributed, multi-platform environments, escalating to engineering when needed.
• Proactively monitor deployed systems using remote tooling to surface and remediate potential issues before they impact customers.
• Track and document customer cases in a ticketing system, managing multiple projects and support requests concurrently.
• Support pre-sales engineers, partners, and resellers with technical guidance during customer engagements.
• Contribute to internal and customer-facing knowledge assets such as FAQs and knowledge base articles.
• Participate in follow-the-sun on-call rotations, with flexibility for non-standard hours and occasional regional or international travel.

Requirements

• 10 or more years in customer-facing technical roles solving complex enterprise infrastructure problems.
• L3 or higher support experience with Linux-based storage, networking, virtualization, or cloud infrastructure.
• Strong working knowledge of distributed storage systems and Linux/Unix administration.
• Deep understanding of networking technologies such as Infiniband, Ethernet, DPDK, and UCX, along with cloud and distributed storage concepts.
• Proficiency in Python and Bash, with hands-on experience automating monitoring and troubleshooting tasks.
• Familiarity with POSIX, NFS, and S3 protocols, plus log management and monitoring tools such as Prometheus and Grafana.
• Professional written and verbal fluency in both English and Mandarin.

Nice to have

• Experience with collaboration platforms such as JIRA, Confluence, and Slack.
• Background bridging customer support and product development teams.
• Familiarity with Kubernetes, containers, LXC, and major cloud providers including AWS, Azure, OCI, and GCP.
• Prior experience operating large-scale HPC clusters.
• Strong technical writing skills and a creative approach to problem-solving.