- Act as the dedicated technical point of contact for a portfolio of strategic top tier customers.
- Lead the technical handoff from Sales Engineering to ensure continuity from implementation into ongoing operations.
- Build deep relationships with technical stakeholders, architects, platform owners, and engineering leaders.
- Continuously assess customer deployments to identify risks around scalability, reliability, performance, and maintainability.
- Provide strategic recommendations for platform improvements, upgrades, optimizations, and architectural changes.
- Oversee technical support intake, issue management, critical incidents, and high-severity support cases.
- Coordinate cross-functional responses with Support, Product, Engineering, and Customer Success teams.
- Analyze support activity, recurring issues, usage patterns, and operational risks to drive preventative action plans.
- Triage technical product issues, bugs, and feature requests.
- Contribute lightweight fixes, workflow improvements, or pull requests where appropriate.
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