• Lead, coach, and develop a team of Remote Service Engineers across multiple skill levels (Associate → Master) • Build a sustainable talent pipeline (entry-level growth, internal promotion, expert retention) • Drive employee engagement, retention, and career progression • Establish clear performance expectations and conduct regular coaching, case reviews, and development planning • Model Agilent Leadership Expectations , fostering a culture of accountability, ownership, and continuous improvement • Ensure timely and effective remote resolution of hardware, software, and application issues • Drive improvements in case resolution time, first-time fix rates, customer satisfaction / CX feedback • Ensure consistent, high-quality customer interactions across phone, email, and digital channels • Partner with Field Service and Scheduling teams to ensure seamless customer handoffs • Oversee support for Agilent’s instrument and software portfolio, including Analytical instrumentation platforms (e.g., LC, GC, spectroscopy, cell analysis, etc.), associated software platforms, applications, and workflows, • Ensure team capability across hardware troubleshooting, software diagnostics, scientific application support • Drive knowledge management (IKB, documentation, standard solutions) • Own team performance against key KPIs • Ensure consistent CRM usage and case documentation standards • Identify trends and implement corrective actions to improve performance • Support revenue and commercial success • Drive process improvement and transformation • Ensure cross functional collaboration

• Lead engineering execution by clarifying priorities, ownership, timelines, risks, dependencies, and quality expectations. • Manage engineers and contractors, including coaching, feedback, prioritization, performance support, and team development. • Stay close to the codebase by contributing code, reviewing technical work, evaluating tradeoffs, and helping the team maintain momentum and quality. • Partner with technical and product leadership to turn product direction, AI strategy, user experience goals, and technical priorities into coordinated engineering plans. • Establish planning, review, release, and follow-through practices that improve predictability and reduce bottlenecks. • Maintain high standards for code quality, testing, documentation, reliability, security awareness, maintainability, and release readiness. • Build strong product and architectural context across AI-enabled workflows, integrations, local-first or customer-controlled architectures, and release requirements. • Partner across product, design, enterprise-facing teams, and technical leadership to balance speed, user experience, privacy, quality, enterprise readiness, and long-term sustainability. • Lead hiring, onboarding, and resource planning as the Thunderbolt engineering team grows. • Help Thunderbolt scale from an incubation-stage product into a reliable, enterprise-ready open-source AI product.

• Establish and scale a new centralized Security Engineering team, starting with the Customer Identity team and growing with additional hires depending on work needs • Define the operating model, collaborate on roadmap, and tracking systems for security engineering work across all product lines • Hire, develop, and retain a high-performing team of security-focused software engineers • Create a team culture grounded in engineering excellence, pragmatic security, and strong cross-functional partnership • Lead the design and implementation of security product features across ClickHouse Cloud, Postgres, Langfuse and OSS • Drive end-to-end ownership of security engineering initiatives • Establish clear lanes and a dedicated tracking system for all security product features • Manage cross-functional dependencies across Core, Data Platform, Cloud Platform, and Product Security teams • Collaborate closely with the Product Management, Security teams to ensure engineering solutions are grounded in sound risk and threat modeling • Work with GRC and Trust & Assurance to ensure security engineering outputs support compliance, customer enablement, and audit requirements • Partner with engineering and product leadership to align on architecture direction, prioritization, and resourcing • Serve as the primary point of accountability for security engineering commitments to product strategy and roadmap.

• Establish and scale a new centralized Security Engineering team, starting with the Customer Identity team and growing with additional hires depending on work needs • Define the operating model, collaborate on roadmap, and tracking systems for security engineering work across all product lines • Hire, develop, and retain a high-performing team of security-focused software engineers • Create a team culture grounded in engineering excellence, pragmatic security, and strong cross-functional partnership • Lead the design and implementation of security product features across ClickHouse Cloud, Postgres, Langfuse and OSS — including areas such as encryption, identity and access, network isolation, sandboxing, and authentication • Drive end-to-end ownership of security engineering initiatives, reducing dependency on ad-hoc resource allocation from individual engineering teams • Establish clear lanes and a dedicated tracking system for all security product features, providing consistent visibility to security and product leadership • Manage cross-functional dependencies across Core, Data Platform, Cloud Platform, and Product Security teams • Collaborate closely with the Product Management, Security teams to ensure engineering solutions are grounded in sound risk and threat modeling — freeing that team to focus on assurance and vulnerability work rather than implementation • Work with GRC and Trust & Assurance to ensure security engineering outputs support compliance, customer enablement, and audit requirements • Partner with engineering and product leadership to align on architecture direction, prioritization, and resourcing • Serve as the primary point of accountability for security engineering commitments to product strategy and roadmap.