Triage and troubleshoot customer needs and ensure the customer is directed to the appropriate company resource. Facilitate the information flow between customers, sales reps/account managers, technical sales specialists, customer service and technical services.

Partner closely with engineering, product teams, and cross-functional support organizations to resolve critical customer escalations, perform root cause analysis, and contribute to continuous product and process improvements. Serve as a trusted technical advisor and primary point of contact for customers, ensuring effective communication, proactive engagement, and a best-in-class support experience.

Lead day-to-day support operations for global enterprise customers, owning prioritization, escalations, and customer communication. Hire and grow a team of Support Engineers who are technical enough to investigate issues independently, reducing reliance on Engineering for first and second-line resolution.