• Lead and develop the US Technical Support team, establishing clear performance expectations, coaching plans, and career pathways. • Share operational oversight of the Philippines team, partnering with regional leadership to ensure seamless 24/5 (or follow-the-sun) support coverage. • Drive staffing models, workforce planning, and scheduling to meet SLA targets and response-time goals. • Foster a culture of ownership, urgency, technical excellence, and customer advocacy. • Act as a senior escalation leader for complex technical issues, ensuring rapid triage and resolution. • Guide teams through deep-dive investigations, reproduction steps, and ownership determination before routing to Engineering. • Partner closely with Engineering to strengthen feedback loops and reduce time-to-resolution. • Build and scale global escalation pathways from Customer → Product → Engineering. • Standardize triage workflows, debugging practices, ticket handoffs, and prioritization frameworks. • Identify systemic friction points and implement process improvements that enhance predictability and SLA performance. • Leverage metrics and dashboards to manage team performance and continuously improve response quality and speed. • Serve as the voice of the customer, surfacing trends and influencing product roadmap decisions. • Partner with Sales, CSM, Onboarding, and TAM teams to support enterprise customers and high-impact launches. • Step in directly with customers when urgent or highly technical situations require leadership engagement. • Utilize observability tools, logs, and analytics platforms (e.g., DataDog) to identify patterns and operational risks. • Drive knowledge management improvements to reduce escalations and increase Tier 1 resolution rates. • Champion automation and AI-driven support capabilities to scale the organization efficiently.