• Manages assigned trouble incidents to resolution • Possesses expert skills in the respective technologies to be able to systematically troubleshoot issues in a complex enterprise level environment • Provides mentoring assistance to engineers with troubleshooting issues and development of root cause analyses related to customer issues within areas of expertise • Assists and trains on installation of upgrades and patches, and recovery from backups, if required, within areas of expertise • Assists engineers on configuration and review of packet capture, (such as Wireshark), to analyze network level voice issues • Advises on escalations to manufacturers and resolution of those escalations to closure • Develops knowledgebase articles and information to assist in best practices within areas of expertise • Develops and performs “HowTo” training sessions for other engineers • Provides solutions to a diverse range of complex problems • Builds and maintains the corporate customer service relationship • Provides leadership to client and the MSSC, and consistently exceed client expectations • Manages positive customer satisfaction levels

• Build new products and features 0 to 1 • Take ownership of projects from conception all the way to shipping • Deliver value to our end users while maintaining a high bar for code quality • Shape our product direction by talking to users and collaborating with teammates • Mentor more junior teammates and help elevate the skills and expertise of those around you

• Build new products and features 0 to 1 • Take ownership of projects from conception all the way to shipping, ensuring modular, maintainable, and high-quality code • Deliver value to our end users across our entire system while considering performance, scale, security, and maintainability • Shape our product direction by talking to users and collaborating with other teammates in feature brainstorms/roadmap planning • Provide thoughtful code reviews and technical guidance to peers, helping to improve overall team quality

• Lead a highly efficient US team to deliver end-to-end technical support for US operations. • Develop and nurture a diverse team that aligns with local business needs and the HQ engineering roadmap. • Manage team resources and personnel, including: Optimizing resource planning and allocation. Coaching, mentoring, motivating, and supervising team members. Foster a collaborative and self-organizing work environment. • Work closely with Senior Management, local operations, and product management to anticipate operational support and capacity requirements. • Promote a culture of high quality and performance. • Drive continuous process improvements. • Ensure our tech operations, data management and access compliant to the local regulations.