Manager of Technical Services

WEKA; United States; Remote; USD 120,000 - 190,000; Full time

Job summary

WEKA is building a next-generation AI data platform and seeks a Technical Services Manager to lead a team of TSEs across AMER time zones. You will mentor engineers, drive operational excellence, and embed AI-assisted workflows to accelerate troubleshooting, knowledge sharing, and customer success.

Collaborating with engineering, product, and sales, you’ll design scalable service delivery, define KPIs, and recruit top talent who are comfortable working with Claude, ChatGPT, and other LLM tools.

Qualifications

• 10+ years IT experience with leadership of large Technical Services teams.
• Proven track record in customer success and proactive engagement.
• Experience using AI/LLM tools to improve workflows and knowledge management.
• Ability to define and improve TS KPIs and operational metrics.
• Strong collaboration across engineering, product, and sales.
• Excellent verbal and written communication, including leadership presentations.

Responsibilities

• Lead and mentor a regional team of Technical Service Engineers.
• Drive operational excellence and AI-enabled workflows for faster troubleshooting and knowledge retrieval.
• Collaborate with management to translate business goals into TS delivery plans.
• Define, measure, and optimize customer satisfaction metrics and outcomes.
• Recruit and develop top technical talent with a focus on AI readiness and adoption.

Skills

IT leadership

Customer success

AI tools

KPI management

Cross-functional

Communication

Education

Bachelor's degree in CS/Engineering

Tools

Claude

ChatGPT

LLMs

Job description

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 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.

How We Work: The WEKA Way

• We are Accountable: We take full ownership, always-even when things don’t go as planned. We lead with integrity, show up with responsibility & ownership, and hold ourselves and each other to the highest standards.
• We are Brave: We question the status quo, push boundaries, and take smart risks when needed. We welcome challenges and embrace debates as opportunities for growth, turning courage into fuel for innovation.
• We are Collaborative: True collaboration isn’t only about working together. It’s about lifting one another up to succeed collectively. We are team-oriented and we communicate with empathy and respect. We challenge each other and conduct positive conflict resolution. We are being transparent about our goals and the results we achieve. Together, we’re unstoppable.
• We are Customer Centric: Our customers are at the heart of everything we do. We actively listen and prioritize the success of our customers, and every decision we make is driven by how we can better serve, support, and empower them to succeed. When our customers win, we win.

Studies have shown that traditionally underrepresented groups may be less likely to apply for jobs if they don’t match every qualification specified. WEKA is committed to building a diverse, inclusive, and authentic workplace.

WEKA is an equal opportunity employer that prohibits discrimination and harassment of any kind. We provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.