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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Technical Services teams, implementing AI-powered automation, and enhancing customer satisfaction through strong relationship management. Proven ability to drive operational excellence and improve technical support metrics in a fast-paced environment.
Highest-signal resume keywords
Technical Services LeadershipAI Tool ImplementationCustomer Relationship ManagementOperational Metrics ImprovementTechnical Background in Storage, Networking, Linux, or Public Cloud
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Services ManagementAI and LLM-Based ToolsProcess ImprovementTechnical Support KPIsTroubleshootingAutomationLinuxNetworkingStoragePublic Cloud
Soft Skills
Communication SkillsMentoringOrganizational SkillsProject Management
Tools & Technologies
ClaudeChatGPTAI-Powered AutomationKnowledge Base Management
Certifications & Qualifications
Bachelor’s Degree in Computer Science/Engineering
Industry Keywords
Technical SupportCustomer SuccessOperational ExcellenceHigh-Performance TeamsStartup Experience
Tech Stack
Tools & technologiesCloudLinux
About the role
Key responsibilities & impact- Lead and mentor Technical Service Engineers, team leads, and direct reports
- Build and maintain strong customer relationships within the region
- Align team priorities and goals with WEKA’s corporate and Customer Success objectives
- Collaborate with management and senior management to cascade goals to individual contributors
- Develop and execute Technical Services delivery and service differentiation strategies
- Champion adoption of AI tools such as Claude and ChatGPT to improve troubleshooting, knowledge sharing, and customer response quality
- Implement AI-assisted workflows including automated ticket triage, intelligent escalation routing, AI-powered knowledge base management, and copilot-assisted diagnostics
- Collaborate cross-functionally with engineering, product, sales, and other organizations
- Contribute to talent identification, hiring, and engineer development guidelines
- Communicate business status effectively to senior management
- Help scale a world-class Technical Services organization focused on AMER time zones
- Manage customer service escalations and processes to ensure customer satisfaction
- Improve operational excellence, process efficiency, and customer experience
Requirements
What you’ll need- Minimum 10 years of overall IT experience
- At least 2 years leading medium to large high-performance Technical Services, Technical Support, or SRE teams in a people management capacity
- Proven track record of building strong customer relationships and driving satisfaction through proactive engagement
- Demonstrated experience using AI and LLM-based tools such as Claude and ChatGPT to improve workflows, accelerate troubleshooting, or enhance knowledge management
- Proven ability to define and improve Technical Support KPIs and operational metrics
- Experience dealing directly with customers and addressing product adoption pain points
- Ability to implement process and tooling improvements, including AI-powered automation
- Strong technical background in Storage, Networking, Linux, and/or Public Cloud; at least one domain is required
- 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
- Organizational, project management, and product life cycle knowledge
- Startup experience and software product company background is a strong plus
Benefits
Comp & perks- Equal opportunity employer committed to a diverse, inclusive, and authentic workplace
- Equal opportunities in recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training