- Lead and develop Technical Support managers, senior technical contributors, and broader support team structures.
- Own the strategy and execution of technical support operations, including escalations, case quality, staffing models, SLA performance, and customer outcomes.
- Act as a senior escalation point for critical customer issues, ensuring strong cross-functional coordination and executive visibility.
- Partner closely with Engineering, Product, Customer Success, and Support Operations to improve supportability and reduce friction.
- Build and refine scalable support processes, organizational structures, and escalation frameworks.
- Use operational metrics and customer feedback to identify trends and drive strategic improvements.
- Ensure the organization is equipped to support integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
AWSGCPPeople Management+4 more