- Manage the TSE team, including hiring, coaching, and career development.
- Ensure team maintains service level objectives (SLOs) and handle complex technical escalations.
- Redesign support architecture to eliminate repetitive, low-value work.
- Deploy AI and automation tools to enhance team efficiency and effectiveness.
- Analyze support data to identify recurring issues and push upstream fixes to Engineering and Product teams.
- Define key performance metrics to drive operational decision-making.