Manager – Technical Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide and mentor Technical Service Engineers, team leaders, and direct reports.

• Establish and nurture robust customer relationships within the region.

• Align team objectives and priorities with WEKA’s corporate vision and Customer Success initiatives.

• Work in collaboration with management and senior leadership to translate goals to individual contributors.

• Formulate and implement strategies for Technical Services delivery and service differentiation.

• Advocate for the use of AI tools like Claude and ChatGPT to enhance troubleshooting, knowledge sharing, and the quality of customer responses.

• Execute AI-assisted workflows such as automated ticket triage, intelligent escalation routing, AI-enhanced knowledge base management, and co-pilot-assisted diagnostics.

• Engage cross-functionally with engineering, product, sales, and other departments.

• Participate in talent identification, recruitment, and guidelines for engineer development.

• Effectively communicate business status to senior management.

• Assist in scaling a world-class Technical Services organization focused on AMER time zones.

• Oversee customer service escalations and processes to ensure customer satisfaction.

• Drive improvements in operational excellence, process efficiency, and the overall customer experience.

⛳️ Requirements

• A minimum of 10 years of overall IT experience.

• At least 2 years in a leadership role for medium to large high-performance Technical Services, Technical Support, or SRE teams.

• A proven history of fostering strong customer relationships and enhancing satisfaction through proactive engagement.

• Demonstrated experience in utilizing AI and LLM-based tools like Claude and ChatGPT to refine workflows, speed up troubleshooting, or improve knowledge management.

• Proven capability to define and enhance Technical Support KPIs and operational metrics.

• Experience in direct customer interactions and resolving product adoption challenges.

• Ability to implement improvements in processes and tools, including AI-driven automation.

• Solid technical expertise in Storage, Networking, Linux, and/or Public Cloud; expertise in at least one of these areas is essential.

• Notable experience in attracting and recruiting top technical talent.

• Exceptional verbal and written communication skills, including the ability to present to senior management and R&D teams.

• Bachelor’s degree in Computer Science/Engineering or equivalent practical experience.

• Knowledge of organizational, project management, and product life cycle processes.

• Experience in a startup environment and a background in software product companies is a significant advantage.

🏝️ Benefits

• Equal opportunity employer dedicated to creating a diverse, inclusive, and authentic workplace.

• Equal opportunities in recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.