Escalation Support Manager, WEKA
$125-195k
OTE
AI-native data platform
Open for applications
AI-native data platform
501-1000 employees
Open for applications
$125-195k
OTE
501-1000 employees
Company mission
To power the possibilities of the future by eradicating the compromises of the past.
Role
Who you are
- Bring your Passion for Customer Success, Problem Solving, Ownership, Attention to Detail and Proactive Mindset
- Bachelor's degree or equivalent work experience
- 10+ years working in industry in customer-facing roles
- Technical background and experience with as many of the following technologies as possible: Networking, Storage, Linux, Public Clouds
- Experience working as a Technical Account Manager, Support Account Manager or Support Escalation Manager is highly preferred
- Strong problem-solving and analytical skills
- Experience managing cross-functional projects
- Excellent communication and interpersonal skills
- Ability to thrive in a fast-paced and dynamic environment
- Strong sense of ownership and rigorous follow-up mentality
What the job involves
- Customer Impact - Direct impact and opportunity to turn challenging situations into positive experiences
- Cross-Functional Collaboration - Work with many teams which is a great way to learn different facets of the business
- High Visibility and Recognition - Point of contact for specified critical issues but on the customer side and internal business side
- Act as the primary point of contact for customers who have had critical issues, ensuring flawless execution of ‘Get Well’ plans and comprehensive follow-ups with internal and external stakeholders
- Provide regular updates to customers regarding the status of their Get Well plan after critical incidents and logging in Salesforce
- Own critical escalations from initial report to closure, including delivering and reviewing root cause analyses
- Participate in Proactive initiatives that help insure the best WEKA experience
- Proactively monitor and follow up on outstanding escalated customer issues to ensure timely resolution with WEKA’s Global customer base
- Collaborate with cross-functional teams to address and resolve customer concerns
- Clearly and concisely communicate technical solutions to customers, both verbally and in writing
- Escalate issues to appropriate internal teams when necessary, ensuring a swift and coordinated response
- Collaborate with management to develop and implement strategies for preventing future critical issues
- Advocate for customer needs across departments, ensuring their voice is heard. Build and maintain strong client relationships, understanding their processes, teams, and environment to expedite engagement and resolution times
- Maintain accurate and detailed records of customer interactions and issue resolutions via Salesforce, Jira and Notion
- Provide feedback and recommendations on how to improve the product in supportability, serviceability and usability
Our take
For data-driven organizations, WEKA supplies a platform for storing, processing and managing data across the cloud and on-prem. As an AI-native platform, it supports the transformation of data silos into pipelines capable of fuelling next-gen workloads like AI and HPC.
With traditional infrastructure often hindering data-led processes rather than helping them, WEKA is somewhat of a breath of fresh air for its customers. The company's comprehensive approach, alongside support for both Windows and Linux, enables it to serve many types of organization including those that are just taking off.
WEKA does have a few notable competitors, such as VAST Data, but has stood out thus far by delivering the fastest file system on the market. It has also raised considerable funding, the latest of which will support expanded product offerings, and has made notable partnerships such as with NVIDIA.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
May 2024
$140m
SERIES E
Nov 2022
$135m
SERIES D
Total funding: $415.1m
Company benefits
- Care package received upon hire: backpack, multiple shirts etc.
- 401(k)
- Stock options available
- Cellular phone plan coverage
- On and off-location meal perks
- Dental, vision, life & disability insurance
- Work-related travel reimbursement
- Flexible spending account
- Parental leave
- Professional development assistance
- A tech stack with Laptop or PC of choice, up to 2 monitors, office phone, headset
- Work from home opportunities
- Health insurance
- Career development
- At least one offsite event per quarter with spontaneous office gatherings regularly
Company values
- Challenges - WEKA solves big problems for our customers, so we work on big projects
- Innovation - We built the world’s fastest file system, so innovation is in our DNA
- Team - We are aligned on a common vision and have a passion for winning. Individually we move boulders, as a team we move mountains
Company HQ
Pruneyard / Dry Creek, Campbell, CA
Articles
Leadership
Liran Zvibel
(Co-Founder & CEO)Studied Mathematics and Computer Science at Tel Aviv University. Previously Software Engineer at InSightec for 1 year and Co-Founder & VP R&D at Fusic for 3 years.
Omri Palmon
(Co-Founder)Earned a BSc and a MSc in Pure Math from Tel Aviv University and a PhD in Computer Science from Stanford University. Previously Product Manager at ECI Telecom for 2 years.
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