• Be the primary technical point of contact for our customers, helping them achieve security outcomes and navigate complex environments. • Provide hands-on support, configuration advice, and best practices for integrating and deploying our solutions. • Work closely with Product, Engineering, and Security to channel customer feedback and improve the platform. • Troubleshoot issues, lead technical deep-dives, and escalate where needed to drive resolution. • Build trust with key stakeholders, manage expectations, and ensure long-term customer satisfaction.

• Lead Technical Strategy and Solution Architecture • Serve as the primary technical advisor and consultant for enterprise accounts, providing architectural guidance, implementation support and assistance with testing • Design and document scalable deployments aligned with industry best practices and customer specific environments, integrating with tools like Intune, SCCM, ServiceNow, and Entra AD • Identify areas of further system integration (API etc.) and assist with configuration • Build, document and execute tailored technical onboarding and adoption plans • Enable customers on advanced DEX platform capabilities—such as automation, dashboarding, and endpoint health analytics—to drive deeper platform use • Coach customers on DEX capabilities, encouraging the creation of a DEX Center of Excellence • Monitor and report on Platform usage patterns and performance. • Provide Validation and Health Check reports for existing customer environments • Lead technical troubleshooting efforts and coordinate resolution of escalated issues with support and engineering teams • Translate customer goals into measurable platform outcomes (e.g., reduced MTTR, improved digital experience scores etc.) • Identify opportunities for feature expansion or additional module adoption through technical insight and usage analysis. • Collaborate with Sales and Customer Success to support renewals, upsells, and long-term account growth.

• Act as the primary technical point of contact for assigned accounts, building trusted relationships and hosting regular meetings with technical stakeholders. • Support partners and their end-users by having the technical expertise of Shippo’s API, product features, carrier-specific integrations, and workflow solutions. • Support high-severity incident response by working with Engineering on root cause identification, impact analysis and providing customers with regular updates and communication. • Proactively monitor partner usage by setting up alarms/alerts, and tracking key metrics to ensure smooth and reliable operations. • Advocate for partners by representing their technical needs within Shippo, especially in the context of R&D changes or potential breaking updates. • Confidently engage with technical leaders at partner companies (e.g., Heads of Engineering, Product leaders), answering complex product/API questions with clarity and professionalism. • Own the technical content during presentations to highlight product usage, potential solutions, and troubleshooting. • Leverage cross-functional support teams to ensure partners have access to the product experts and resources they need.

• Support customers in disconnected environments while serving as a subject matter expert for Dell Technologies data center infrastructure products and solutions. • Work with Federal customers and partners as they implement AI solutions in secure spaces. • Learn and maintain a deep technical acumen and understanding of the Dell Technologies portfolio to include storage, compute, networking, applications, cybersecurity, converged and hyper-converged systems, and edge-core-cloud synergies. • Develop internal relationships within Dell and earn trust amongst the account executives, program/project managers, executive leadership team members, infrastructure delivery teams, and security offices • Develop external relationships and earn trust with customers and partners through a demonstration of the highest caliber of professional, technical, and mission competence • Assist customer and sales team with design, definition, and implementation of complex system requirements