- Lead, coach, and develop the Level 2 Technical Support team
- Mentor engineers on troubleshooting, communication, and best practices
- Serve as primary escalation point for critical production issues
- Drive SLA adherence and manage incident resolution
- Respond to customer inquiries via tickets, live sessions, and phone
- Partner with cross-functional teams to deliver support experience
- Maintain technical documentation, troubleshooting guides, and knowledge base articles
- Identify escalation patterns to drive systemic improvements