• Lead, mentor, and grow a team of Technical Support Engineers through coaching, feedback, and career development. • Serve as the escalation point for complex or urgent customer issues, collaborating with engineering to drive resolution. • Set and monitor team goals, metrics, and processes to ensure consistent, high-quality support. • Partner with Product and Engineering to advocate for customer needs and influence roadmap priorities. • Drive operational excellence by improving workflows, building automations, and streamlining tooling. • Champion documentation and knowledge sharing to empower both customers and teammates.