• 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.

• Act as the primary interface for incoming support inquiries • Provide comprehensive support for Tier 1 and designated Tier 2 complexities • Analyze and remedy concerns regarding platform functionality and various integrations • Route sophisticated technical hurdles to advanced engineers or internal partners • Manage support interactions involving REST APIs and identity management tools • Maintain professional and empathetic dialogue with customers • Leverage internal platforms like Intercom and Jira to oversee ticket lifecycles • Develop content for the knowledge base • Perform technical validation and testing to replicate bugs reported by users • Identify emerging support patterns or recurring friction points • Collaborate across Product and Engineering departments

• Act as the primary interface for incoming support inquiries • Provide comprehensive support for Tier 1 and designated Tier 2 complexities • Analyze and remedy concerns regarding platform functionality and integrations • Route sophisticated technical hurdles to advanced engineers or internal partners • Manage support interactions involving REST APIs and authentication processes • Maintain professional dialogue with customers, ensuring consistent status reports • Leverage internal platforms like Intercom and Jira to oversee ticket lifecycles • Develop content for the knowledge base and contribute to help articles • Perform technical validation and testing to replicate bugs reported by users • Identify emerging support patterns and communicate insights to the team • Collaborate across Product and Engineering departments to elevate user experience

• Lead, coach, and develop a team of Technical Support Engineers • Manage day-to-day support operations, including queue health and case quality • Serve as a point of leadership escalation for high-priority customer issues • Build partnerships with Engineering and Product teams for improvement • Establish and refine support processes, workflows, and escalation paths • Use metrics to identify trends and drive operational improvements • Ensure the team can troubleshoot issues involving integrations and APIs • Partner on hiring and organizational design as the team scales