Manager of Technical Services

WEKA

1d

About The Position

WEKA is architecting a new approach to the enterprise data stack built for the age of reasoning. NeuralMesh by WEKA sets the standard for agentic AI data infrastructure with a cloud and AI-native software solution that can be deployed anywhere. It transforms legacy data silos into data pipelines that dramatically increase GPU utilization and make AI model training and inference, machine learning, and other compute-intensive workloads run faster, work more efficiently, and consume less energy.
WEKA is a pre-IPO, growth-stage company on a hyper-growth trajectory. We’ve raised $375M in capital with dozens of world-class venture capital and strategic investors. We help the world’s largest and most innovative enterprises and research organizations, including 12 of the Fortune 50, achieve discoveries, insights, and business outcomes faster and more sustainably. We’re passionate about solving our customers’ most complex data challenges to accelerate intelligent innovation and business value. If you share our passion, we invite you to join us on this exciting journey.
What’s Cool About This Job
You will be able to work with cutting-edge technology in the tasks you will be taking on, including but not limited to the latest and greatest AI platforms on planet earth. As a Technical Services Manager, you’ll lead a group of highly skilled Technical Service Engineers (TSEs). Your core responsibilities are to build and maintain strong customer relationships within your region and to align team performance and development with the organization’s goals and customer needs.You’ll collaborate with senior leadership to shape strategies that drive customer satisfaction and business growth. This role also requires strong cross-functional coordination with teams including engineering, product, and sales to ensure smooth operations and unified execution across teams.Success will depend on your ability to build high-performing teams, streamline processes, and strengthen customer relationships.
Bring Your Expertise – and Your Passion
You will be trusted with the duty of 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' wants is your primary responsibility. You will lead the drive for operational excellence within your team with a focus on reliable execution. You will be collaborating closely with management and making joint decisions to develop strategies and action plans that prioritize customer happiness and organizational growth. Effective prioritisation and attention to detail while collaborating with senior technical resources are key to success in this role.

Additionally, you will be communicating with many departments to promote a collaborative atmosphere and advance the accomplishment of our common goals, as well as engaging in cross-functional cooperation. This is a crucial part of your job to ensure that the organization's many functions are working toward shared objectives and that everything runs smoothly.

Requirements

• 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
• Proven ability to define and improve Technical Support KPIs and associated operational metrics
• Inclination and experience in dealing with customers directly & addressing pain-points in their product adoption journey.
• Ability to look at the ‘big picture’ and implement process/tooling improvements 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

Nice To Haves

• Startup experience and software product company background is a strong plus.

Responsibilities

• Provide guidance, mentorship, and the benefit of their 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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees