- Manage day-to-day support operations for a team of 8-10 Support Engineers.
- Lead the onboarding, technical mentoring, and career coaching for all direct reports.
- Conduct regular 1:1s and performance management reviews to ensure team alignment and growth.
- Oversee the support queue to ensure SLA/SLO adherence, including response and resolution times.
- Act as an internal escalation point for both complex technical issues and difficult customer situations.
- Align team activities and outcomes with the strategic roadmap set by the VP of Customer Engineering.
- Partner with Support and CX Operations to refine workflows and improve internal tooling like Jira, Incident.io, Kapa.ai, and PagerDuty.
- Perform regular QA reviews on tickets to maintain technical accuracy and brand voice.
- Analyze support data and customer feedback (CSAT) to identify and report trends to leadership.