• Serve as the highest technical escalation point within support, driving issues to full resolution. • Own and resolve complex technical escalations across distributed SaaS environments, operating at a Tier 3/4 level of expertise. • Help design and optimize our support platform, workflows, playbooks, and documentation standards. • Track and analyze KPIs, SLAs, and customer health metrics to drive operational improvements. • Identify trends from customer interactions and translate them into actionable insights. • Partner closely with Product, R&D, Sales, and Customer Experience as the technical voice of the customer. • Support onboarding and ongoing customer usage to ensure value realization. • Collaborate across global time zones, with primary coverage during Pacific Time business hours, Monday through Friday.

• Take over inbound support calls when the support team is unable to manage call volume. • Effectively troubleshoot and manage escalated calls to resolution or appropriate escalation. • Respond to and resolve operations tickets within client SLAs. • Strive to meet or exceed SLA expectations consistently. • Monitor and respond to system alerts during assigned shifts, including on-call rotations. • Promptly address escalated operations requests from Support, Engineering, and other departments. • Ensure the continuous and healthy operation of KAZOO across all supported environments. • Execute system and application updates within designated maintenance windows. • Create documentation for new procedures. • Identify opportunities for improved systemization and automation.

• Call Handling • Take over inbound support calls when the support team is unable to manage call volume. • Effectively troubleshoot and manage escalated calls to resolution or appropriate escalation. • Ticket Management • Respond to and resolve operations tickets within client SLAs. • Strive to meet or exceed SLA expectations consistently. • Ensure accurate documentation and communication within ticketing systems. • Alert Management (Zabbix & OpsGenie) • Monitor and respond to system alerts during assigned shifts, including on-call rotations. • Meaningfully advance or resolve all alerts during each shift. • Perform root cause analysis and document findings as needed. • Operations Request Handling • Promptly address escalated operations requests from Support, Engineering, and other departments. • Collaborate cross-functionally to ensure timely and effective resolution. • System Operations • Ensure the continuous and healthy operation of KAZOO across all supported environments. • Monitor system performance, stability, and availability. • Proactively identify and mitigate risks to system uptime. • Updates & Maintenance • Execute system and application updates within designated maintenance windows. • Validate system integrity post-maintenance and communicate outcomes appropriately. • Documentation • Create documentation for new procedures. • Update outdated documentation to reflect current standards and processes. • Develop and maintain documentation for all non-standard client configurations. • Systemization & Automation • Identify opportunities for improved systemization and automation. • Escalate automation opportunities to leadership. • Assist in developing automated solutions when requested. • Continuous Education • Utilize available time for professional development in topics approved by management. • Stay current with emerging technologies and operational best practices relevant to the role.

• Maximize impact in delivery of Team Rubicon's services. • Inspire, lead, and manage a growing team of full-time employees and Greyshirts (volunteers). • Build influence and rapport with strategic governmental and non-governmental partners. • Foster an award-winning culture of inclusiveness and diversity. • Take ownership of the annual budget for training, engagement, and operations. • Develop team performance goals and administer performance management. • Drive leadership engagement to mobilize, inspire and engage Greyshirts volunteers and Greyshirt Volunteer Leaders to increase participation in disaster response efforts. • Innovate disaster response, constantly seeking ways to improve operational support. • As needed, provide EOC support and disaster response coordination across relevant agencies.