• Monitor and triage inbound support tickets to surface critical escalations, recurring themes, and potential systemic issues. • Act as the first point of contact for complex and high-impact customer escalations that exceed standard support channels. • Own and manage the end-to-end escalation and problem management lifecycle in coordination with Product and Engineering teams, from identification to resolution, ensuring alignment with internal SLAs. • Ensure escalated items are prioritized and routed appropriately across Support, Engineering, and Product teams. • Manage customer communications regarding escalated issues through written and verbal channels (email, calls, virtual meetings). • Serve as a trusted advocate for customers during escalations, preserving customer satisfaction while balancing internal priorities. • Partner closely with Support Agents, Technical Support Engineers, Engineering, and Product leadership to orchestrate timely and effective resolution of escalations. • Act as liaison to ensure escalations are visible to and supported by the appropriate resolver teams. • Establish, document, and enforce escalation standards, including a “fix-forward” policy where relevant. • Contribute to refining escalation workflows, playbooks, and internal runbooks. • Analyze trends in escalations and problem occurrence to identify opportunities to reduce recurrence. • Facilitate and support incident retrospectives, ensuring teams understand root causes, contributing factors, and follow-up actions. • Guide teams through incident reporting and post-incident processes, helping ensure consistent execution and high-quality outcomes. • Provide actionable recommendations to improve product usability, support processes, documentation, and customer onboarding, and ensure agreed-upon actions are tracked to completion. • Manage risk escalation and ensure resolution trajectories minimize customer impact. • Deliver timely reporting and insights on escalation performance, metrics, and adherence to SLAs, aligned with organizational goals.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description You are a seasoned infrastructure leader with deep expertise across AI, ML, and HPC platforms. You have a proven ability to operate confidently at both the executive and architectural levels. You bring a strong systems-thinking mindset, with hands-on understanding of compute, GPU acceleration, storage, networking, and virtualization in integrated environments. You are equally comfortable defining long-term architectural vision and stepping into complex engagements as a trusted technical authority. You excel at executive communication, technical storytelling, and influencing both clients and partners. Above all, you are motivated by building something from the ground up, shaping a practice, mentoring talent, and establishing Myriad360 as a trusted leader in NeoCloud and AI infrastructure solutions. As the NeoCloud Practice Lead, you will establish, scale, and lead Myriad360’s NeoCloud-focused practice, delivering advanced AI, ML, and HPC infrastructure solutions to hyperscaler-adjacent and enterprise clients. This role serves as the senior-most technical and architectural authority for the practice, shaping solution strategy, defining architectural standards, and ensuring technical excellence across all client engagements. You will work directly with executive stakeholders, strategic partners, and internal sales and delivery teams to translate complex business and application requirements into scalable, high-performance AI infrastructure solutions. In addition to leading critical client engagements, you will build and mentor a high-performing team of architects and engineers while developing repeatable, validated architectural patterns that enable the practice to scale. Must be based in the United States. This role may require up to 40% travel, including visits to client sites, partner locations, and industry events. - Develop and own the technical vision and architectural strategy for NeoCloud solutions (AI/ML, HPC, accelerated compute) - Facilitate architecture discussions with senior client stakeholders, including CTOs, VPs of Infrastructure, Heads of AI, and Platform Engineering leaders - Translate business and application requirements into robust, scalable AI infrastructure designs encompassing compute, GPU fabrics, storage, networking, and virtualization - Establish reference architectures, design standards, and validated solution patterns for consistent delivery across the practice - Collaborate with sales leadership and Customer Solution Architects (CSAs) to shape, qualify, and close multifaceted, cross-domain opportunities - Act as the primary escalation point for complex design challenges, performance concerns, and critical architectural decisions - Recruit, develop, and mentor a team of domain architects and engineers spanning networking, compute, and storage specializations - Influence OEM technology roadmaps and sustain high-level relationships with strategic vendors - Complete ongoing security awareness training and comply with company policies - Identify and escalate security risks to the appropriate Executive Leadership Team member and actively contribute to remediation efforts - Other duties as assigned Qualifications - Minimum 10 years of infrastructure architecture experience, including at least 5 years dedicated to AI/ML or HPC environments - Demonstrated expertise in designing GPU-based platforms (NVIDIA, AMD) and supporting accelerated workloads - Comprehensive knowledge of compute, storage, networking, and virtualization within integrated systems - Proven ability to lead architectural discussions at the CXO and VP level - Solid background in modern data center, cloud-adjacent, or service provider contexts - Experience with AI platforms such as NVIDIA DGX, SuperPOD, or similar solutions - Familiarity with containerized AI workflows (Kubernetes, AI pipelines, MLOps) - Prior involvement in building or scaling a technical practice or center of excellence - Exceptional executive communication abilities and technical storytelling skills Benefits - Unlimited Paid Time Off (PTO) - Incentive compensation plans for all employees - Company-funded 401k contributions - Zero-cost employer-covered health insurance - Annual BYOD (Bring Your Own Device) reimbursement up to $500 - Paid Parental Leave - Transparent, candid culture with 1:1 coaching, performance reviews, and a consistent feedback loop - Quirky, diverse, respectful, high-performing coworkers you’ll want to achieve greatness with!

• Accountable for generating profitable growth in personal auto and residential property policies. • Contribute to the development of the P&C rate plan and product enhancement schedule. • Perform financial, market, and industry analysis. • Responsible for influencing IT, Research, Pricing, Claims and Regulatory to implement product and pricing enhancements. • Partner with Marketing and Field Sales teams to develop strategies to drive profitable growth. • Where necessary, develop marketing strategies and P & C strategies to respond to opportunities to drive growth or address profitability issues. • Maintain relationships with state regulatory departments and negotiate approval for rate and product changes. • Define underwriting appetite and work with P&C Underwriting to establish and enforce underwriting guidelines. • Provide business leadership for addressing regulatory changes, business errors or other unforeseen problems. • Communicate as needed with agents, field leaders, vendors, and other constituencies on state strategies, system initiatives, and P & C initiatives to achieve key strategic goals. • Leverage AI and other tools to help build statewide strategies.

• Own Enterprise new hire training and ongoing learning programs for Sales, Customer Success, and Product Strategy, including structured onboarding and reinforcement programs that support both initial ramp and long-term productivity through live and asynchronous training for distributed teams • Develop, maintain, and evolve an always-on training curriculum covering sales methodologies, product knowledge, sales plays, and go-to-market processes • Partner with Sales, Marketing, Product, Enablement, and Operations teams to translate go-to-market strategy, product launches, and evolving selling motions into effective, field-ready training programs • Drive consistent adoption of sales methodologies, new products, and go-to-market initiatives across Enterprise teams and ensure field readiness as offerings evolve • Define and own training success metrics, certification programs, and proficiency standards; measure readiness, adoption, and effectiveness using performance data and field feedback to identify skill gaps and inform future learning initiatives • Serve as the primary owner of Enterprise training programs by building repeatable systems and processes that ensure consistency, quality, scalability, and alignment with business priorities across teams and regions