Manager – Technical Services

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🧑‍🔧 Technical Account Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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WEKA

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

🤖 Artificial Intelligence

🏢 Enterprise

🤝 B2B

💰 $140M Series E - WEKA on 2024-05

Artificial Intelligence • Enterprise • B2B

WEKA is an enterprise-focused company that provides an "AI-Native Data Platform." The available materials reference a WEKA support portal used for customer access and account management, indicating the company offers platform software and support for AI/data workloads aimed at business customers.

📋 Description

• Lead and mentor Technical Service Engineers, team leads, and direct reports • Build and maintain strong customer relationships within the region • Align team priorities and goals with WEKA’s corporate and Customer Success objectives • Collaborate with management and senior management to cascade goals to individual contributors • Develop and execute Technical Services delivery and service differentiation strategies • Champion adoption of AI tools such as Claude and ChatGPT to improve troubleshooting, knowledge sharing, and customer response quality • Implement AI-assisted workflows including automated ticket triage, intelligent escalation routing, AI-powered knowledge base management, and copilot-assisted diagnostics • Collaborate cross-functionally with engineering, product, sales, and other organizations • Contribute to talent identification, hiring, and engineer development guidelines • Communicate business status effectively to senior management • Help scale a world-class Technical Services organization focused on AMER time zones • Manage customer service escalations and processes to ensure customer satisfaction • Improve operational excellence, process efficiency, and customer experience

🎯 Requirements

• Minimum 10 years of overall IT experience • At least 2 years leading medium to large high-performance Technical Services, Technical Support, or SRE teams in a people management capacity • Proven track record of building strong customer relationships and driving satisfaction through proactive engagement • Demonstrated experience using AI and LLM-based tools such as Claude and ChatGPT to improve workflows, accelerate troubleshooting, or enhance knowledge management • Proven ability to define and improve Technical Support KPIs and operational metrics • Experience dealing directly with customers and addressing product adoption pain points • Ability to implement process and tooling improvements, including AI-powered automation • Strong technical background in Storage, Networking, Linux, and/or Public Cloud; at least one domain is required • Demonstrated history of attracting and recruiting top technical talent • Excellent verbal and written communication skills, including presentations to senior management and R&D teams • Bachelor’s degree in Computer Science/Engineering or equivalent practical experience • Organizational, project management, and product life cycle knowledge • Startup experience and software product company background is a strong plus

🏖️ Benefits

• Equal opportunity employer committed to a diverse, inclusive, and authentic workplace • Equal opportunities in recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training