• Manage and coordinate all in-house installation engineers and subcontractor partners. • Develop and maintain an optimal balance of in-house versus subcontractor resource to ensure cost efficiency, flexibility, and scalability. • Plan and oversee daily, weekly, and monthly installation schedules to maximise engineer productivity and minimise downtime. • Track and manage engineer’s travel times, routes, and appointment allocations to reduce cost per install and improve service efficiency. • Ensure all installations are completed in compliance with company Health & Safety policies, risk assessments, and site-specific requirements. • Maintain high standards of safety integrity for all installations, with defined acceptance criteria across telematics, cameras, and ancillary products. • Conduct and regularly update risk assessments, method statements, and safe working procedures. • Provide Health & Safety training and monitor compliance across employees and subcontractors. • Define and enforce minimum quality standards for all installations. • Monitor and audit installation quality, ensuring installations meet technical and safety specifications. • Lead continual improvement initiatives to reduce defects, rework, and installation errors. • Manage technical training updates for engineers on new products and evolving installation methods. • Track and manage cost per install, cost per solution, and overall installation expenses. • Analyse cost trends and recommend operational changes to improve cost-effectiveness. • Report on budget performance, productivity, and cost efficiency of in-house engineers versus subcontractors. • Lead, coach, and develop a team of installation engineers to achieve high performance and technical excellence. • Provide clear guidance, support, and structured performance management for both employees and contractors. • Drive a culture of accountability, efficiency, and customer focus. • Maintain accurate records of installations, including job allocation, completion, costs, and quality outcomes. • Deliver regular reports to senior management on installation performance, cost metrics, and quality standards. • Ensure installation data supports wider operational and customer service reporting.

• Hire, develop, and manage two TSEs. Own triage rotation, specialty coverage, and escalation paths. • Configure and optimize Pylon: case routing, SLA rules, intake workflows, and customer-facing comms. • Track SLAs, bug triage accuracy, CSAT, and recurring issue rate. Report monthly to stakeholders. • Drive runbook creation and KB expansion. Every issue resolved more than twice should produce a runbook. • Deliver quarterly support digests to the product team covering top issues, documentation gaps, and usability patterns. Participate in initial testing of releases. • Maintain the quality gate between customers and engineering: route well-documented, severity-assessed bugs, not raw complaints.

• Define and lead the Security Engineering roadmap across application security, infrastructure security, offensive security, and product security, aligning priorities with Upstart’s business objectives, engineering strategy, regulatory expectations, and risk posture. • Manage, coach, and develop a team of security engineers, ensuring clear goals, measurable impact, sustainable execution, effective operating rhythms, and growth opportunities for each team member. • Partner with Engineering, Product, Infrastructure, Data, Risk, Compliance, and Audit leaders to identify high-priority security risks, align on pragmatic mitigations, and embed security requirements early in planning, design, development, and operations. • Scale secure-by-design practices across the SDLC, including threat modeling, security architecture reviews, secure coding practices, automated security testing, vulnerability management, API security, CI/CD protections, secrets management, and developer security enablement. • Strengthen infrastructure and cloud security by partnering with Infrastructure and Platform teams on secure architecture, identity and access controls, Kubernetes and container security, cloud-native security controls, and defense-in-depth across application and infrastructure layers. • Build and mature offensive security capabilities, including attack surface management, adversarial testing, security validation, penetration testing coordination, bug bounty intake, and prioritization of findings into durable engineering improvements. • Improve product security outcomes by partnering with Product and Engineering teams to identify abuse cases, security requirements, customer-impacting risks, and scalable controls for high-trust product experiences. • Drive consistent execution across cross-functional initiatives by setting priorities, clarifying ownership, communicating tradeoffs, and ensuring high-impact security work is delivered with quality and urgency. • Establish and improve Security Engineering metrics, operating models, and reporting so leaders can understand risk posture, remediation progress, recurring patterns, program health, and the effectiveness of security investments. • Support response to high-severity security issues by coordinating technical investigation, stakeholder communication, root cause analysis, remediation tracking, and durable improvements that prevent repeat issues. • Foster a culture where security enables innovation by building trusted partnerships, mentoring engineering leaders, and helping teams adopt practical controls that improve safety without unnecessary friction.

• Lead the strategy, roadmap, and execution for security engineering programs across enterprise security, security operations, and detection security engineering. • Manage, coach, and develop a team of security professionals, ensuring the team has clear priorities, measurable goals, effective operating rhythms, and opportunities for career growth. • Build and mature proactive and preventative security controls across corporate systems, cloud environments, identity platforms, endpoints, SaaS applications, and security operations workflows. • Improve Upstart’s ability to detect, investigate, and respond to threats by strengthening detection coverage, alert quality, logging strategy, response playbooks, automation, and operational processes. • Drive cross-functional security initiatives across Engineering, IT, Compliance, Legal, Risk, and business teams, aligning security priorities with company objectives, risk tolerance, and operational needs. • Establish and report on meaningful security engineering and operations metrics, including program health, control effectiveness, detection and response performance, remediation progress, and risk reduction outcomes. • Evaluate and improve security tooling, processes, and controls to reduce systemic risk, increase operational efficiency, and ensure the team is focused on the highest-value security work. • Raise the maturity of Upstart’s security programs by identifying recurring issues, addressing root causes, and developing