• Serve as the primary technical contact for enterprise customers, owning issues from first report to resolution. • Troubleshoot complex challenges across cloud environments, CI/CD pipelines, SCMs, APIs and integrations. • Investigate and resolve issues in source control management (SCM) platforms such as GitHub, GitLab and Bitbucket. • Work with Grafana dashboards and monitoring tools to diagnose system and integration problems. • Partner with R&D to diagnose product issues, drive fixes and provide feedback for platform improvements. • Provide clear, proactive communication with customers, managing expectations during high-impact issues. • Share knowledge through documentation, runbooks and training sessions to empower customers and teammates. • Advocate for customers internally, ensuring their needs influence product priorities and enhancements.

• Serve as the technical lead across endpoint technologies, providing architectural direction, governance, and technical leadership for Windows (MECM/Intune) and macOS (Jamf Cloud) platforms. • Define and maintain enterprise endpoint architecture, configuration standards, and lifecycle governance models. • Lead strategy, design, and optimization for MECM, Intune, and Jamf Cloud environments. • Develop automation frameworks, scripting standards, and reliability engineering practices that enhance endpoint performance and stability. • Oversee global patching, OS update governance, and enterprise image/configuration quality assurance. • Drive complex cross-functional engineering programs with Security, Networking, and Identity teams to improve platform performance and security posture. • Mentor engineering staff and elevate global endpoint engineering capabilities through documentation, training, and best-practice enforcement. • Manage escalations for critical endpoint issues, guiding investigation, remediation, and long-term corrective action.

• Resolve customer concerns and create solutions for Vercel customers • Troubleshoot issues alongside Engineering and develop internal tools • Partner with Product and Customer Success teams for support • Improve documentation and assist with Enterprise requests

• Support customers’ use of the Twilio platform, ensuring the best experience • Function as the voice of Twilio to customers and partners • Operate as a subject matter expert for Twilio’s APIs and SDKs • Work with developers, architects, and support personnel to resolve complex problems • Leverage experience with troubleshooting Quality of Service (QoS) issues • Collaborate with teammates and the Twilio Product and Engineering teams via Slack • File JIRAs to report reproducible bugs • Review internal knowledge to stay current on industry shifts and standards • Assist in process improvements by surfacing customer pain points • Support customers on holidays to ensure needs are met