- Serve as the go-to escalation point for Customer Success, Technical Account Managers, and Technical Support Engineers.
- Participate in customer calls to provide deep technical expertise alongside relationship owners.
- Identify knowledge gaps and create comprehensive technical and process documentation.
- Partner with Security, Detection & Response, and Engineering teams to internalize and operationalize technical knowledge.
- Manage internal and external knowledge repositories to enable self-service.
- Coach and mentor less experienced teammates.
- Track inquiry volumes to prioritize team efforts.