Manager of Technical Services

wekatest; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Inclusive hiring

Equal opportunity employer

Brave operating culture

Job summary

wekatest is seeking a Technical Services Manager to lead a regional team of Technical Service Engineers supporting an enterprise AI data infrastructure platform. The role blends people leadership with customer-success strategy and an AI-first operating model to speed triage, knowledge retrieval, and customer communication.

The manager partners with engineering, product, and sales to keep customer outcomes at the center and to embed AI-assisted workflows into daily operations.

Qualifications

• Bachelor's degree in Computer Science or Engineering or equivalent practical experience.
• Proven experience leading regional or global technical service teams.
• Strong communication to senior management and R&D teams.
• Experience with AI-assisted workflows to augment engineer capabilities.
• Track record of operational excellence in technical services.

Responsibilities

• Lead, mentor, and develop a regional team of Technical Service Engineers.
• Cascade goals from senior leadership to individual contributors.
• Develop and execute strategies for Technical Services delivery and differentiation.
• Champion adoption of AI tools such as Claude and ChatGPT for faster troubleshooting.
• Identify opportunities to weave AI into support workflows and proactive knowledge enrichment.
• Coordinate cross-functionally with engineering, product, and sales for unified execution.

Skills

People leadership

Customer-success mindset

AI workflows adoption

Technical service management

Cross-functional collaboration

Education

Bachelor's degree in Computer Science or Engineering

Job description

Role overview

A Technical Services Manager is needed to lead a regional team of Technical Service Engineers supporting an enterprise AI data infrastructure platform used for GPU-accelerated workloads. The role blends people leadership, customer-success strategy, and an AI-first operating model that uses large language models to speed up triage, knowledge retrieval, and customer communication. The manager partners with engineering, product, and sales to keep customer outcomes central and to embed AI-assisted workflows into daily operations.

Responsibilities

• Lead, mentor, and develop a regional team of Technical Service Engineers, aligning individual ambitions with customer needs and broader company goals.
• Cascade goals from senior leadership down to individual contributors and keep the team focused on reliable execution.
• Develop and execute strategies for Technical Services delivery and future service differentiation, in partnership with peers and senior management.
• Champion adoption of AI tools such as Claude and ChatGPT for faster troubleshooting, smarter knowledge retrieval, and higher-quality customer communication.
• Identify opportunities to weave AI into support workflows, from automated triage and intelligent case routing to AI-assisted root cause analysis and proactive knowledge base enrichment.
• Coordinate cross-functionally with engineering, product, and sales to ensure unified execution and a consistent customer experience.

Requirements

• Proven experience leading and developing technical support or services engineers in a regional or global structure.
• Strong verbal and written communication skills, including the ability to present to senior management and R&D teams.
• Solid organizational, project management, and product lifecycle knowledge.
• Bachelor's degree in Computer Science or Engineering, or equivalent practical experience.
• Track record of operational excellence in technical services with a focus on reliable execution.
• Comfort using or rolling out AI-assisted workflows, including large language model tools, to augment engineer capabilities.

Nice to have

• Startup experience and a background in a software product company.
• Familiarity with high-performance or AI-adjacent infrastructure customers.

Benefits and work setup

• Customer-centric culture with a collaborative, accountable, and brave operating style.
• Inclusive hiring with encouragement to apply even if not every qualification is met.
• Equal opportunity employer that prohibits discrimination on the basis of 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 applicable law.