What's Cool About This Job

You will work at the intersection of world-class technical support and modern AI - leveraging tools like Claude, ChatGPT, and other large language model platforms to fundamentally improve how your team operates. As a Technical Services Manager, you'll lead a group of highly skilled Technical Service Engineers (TSEs) with a customer-success-first mindset. Your core responsibilities are to build and maintain strong customer relationships within your region, develop your people, and continuously raise the bar on how your team delivers - using AI as a force multiplier for speed, knowledge, and quality. You'll collaborate with senior leadership to shape strategies that drive customer satisfaction and business growth, while embedding AI-assisted workflows into the team's daily operations. This role requires strong cross-functional coordination with teams including engineering, product, and sales to ensure smooth operations and unified execution. Success will depend on your ability to build high-performing teams, streamline processes through intelligent automation, and strengthen customer relationships.

Bring Your Expertise - and Your Passion

You will be trusted with leading and mentoring your team members in your region. Ensuring that every team member's ambitions are in line with our organization's overall aims and our valued customers' needs is your primary responsibility. You will lead the drive for operational excellence within your team, with a strong focus on reliable execution - and an AI-first mindset that looks for ways to augment your engineers' capabilities with tools like Claude and ChatGPT for faster troubleshooting, smarter knowledge retrieval, and more effective customer communication.

You will collaborate closely with management to develop strategies and action plans that prioritize customer happiness and organizational growth. This includes identifying opportunities to integrate AI-powered tools into support workflows - from automated triage and intelligent case routing to AI-assisted root cause analysis and proactive knowledge base enrichment.

Additionally, you will be working across many departments to promote a collaborative atmosphere and advance shared goals. This cross-functional cooperation is crucial to ensure that the organization's many functions are working toward common objectives, and that AI-driven improvements in Technical Services create value across the broader customer journey.

Responsibilities include:

• Provide guidance, mentorship, and the benefit of your experience to engineers, team leads, and other direct reports.
• Align team priorities and goals directly with WEKA's corporate objectives and the broader goals of WEKA Customer Success.
• Collaborate with management peers and senior management to ensure a clear goal cascade to all individual contributors, enhancing organizational clarity.
• Develop and execute strategies for Technical Services delivery and future service differentiation alongside management peers and senior management.
• Champion the adoption of AI tools (including LLMs like Claude and ChatGPT) across the team to improve troubleshooting speed, knowledge sharing, and customer response quality.
• Identify and implement AI-assisted workflows - such as automated ticket triage, intelligent escalation routing, AI-powered knowledge base management, and copilot-assisted diagnostics - to make the team faster, more efficient, and more knowledgeable.
• Work collaboratively and constructively across functions with peers in other organizations to accomplish shared goals as "One WEKA".
• Contribute to talent identification and development guidelines in partnership with peers and senior management, with an emphasis on hiring and developing engineers who are comfortable working with AI tools.
• Fully understand and be able to communicate the state of the business to senior management effectively.
• Help scale a world-class Technical Services organization, with a focus on AMER time zones.
• Manage customer service escalations and processes to ensure customer satisfaction.

Desired Qualifications

• Minimum 10 years of overall IT experience, with at least 2 years focused on leading medium to large sized high-performance Technical Services/Technical Support/SRE teams in a people management capacity.
• Customer-success mindset first - a proven track record of building strong customer relationships and driving satisfaction through proactive engagement.
• Demonstrated experience using AI and LLM-based tools (e.g., Claude, ChatGPT) to improve team workflows, accelerate troubleshooting, or enhance knowledge management.
• Proven ability to define and improve Technical Support KPIs and associated operational metrics.
• Inclination and experience in dealing with customers directly and addressing pain-points in their product adoption journey.
• Ability to look at the 'big picture' and implement process/tooling improvements - including AI-powered automation - to optimize troubleshooting times, promote product supportability, and act as the voice of the customer.
• Obsessive focus on customer satisfaction and comfortable with both proactive and reactive support strategies.
• Strong technical background in at least (and ideally all) of the following domains is a MUST: Storage/Networking/Linux/Public Cloud.
• 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.
• Sound organizational, project management, and product life cycle knowledge.
• Startup experience and software product company background is a strong plus.