- Lead and develop Technical Support managers, senior technical contributors, and broader support team structures through clear expectations, coaching, and succession planning.
- 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, executive visibility, and timely resolution.
- Partner closely with Engineering, Product, Customer Success, and Support Operations to improve supportability, reduce friction, and strengthen customer outcomes.
- Build and refine scalable support processes, organizational structures, workflows, and escalation frameworks that enable long-term growth.
- Use operational metrics, team insights, and customer feedback to identify trends and drive strategic improvements across the support organization.
- Ensure the organization is equipped to troubleshoot and support issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows.
- Partner with leadership on headcount planning, hiring strategy, onboarding, performance management, and long-term organizational design.
- Review escalation patterns, incident trends, and support feedback to identify systemic gaps, influence product improvements, and prioritize enablement opportunities.
- Drive a culture of accountability, technical excellence, customer empathy, and continuous improvement across the technical support organization.
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