Team Leadership & Coaching
• Lead, coach, and develop a team of Technical Support Engineers across experience levels
• Conduct regular 1:1s, performance check-ins, and quarterly development conversations
• Set clear expectations for ownership, communication, and case quality
• Identify skill gaps and drive targeted coaching, mentoring, and enablement plans
• Support onboarding of new hires, ensuring clarity on tools, processes, and support standards
• Foster a psychologically safe, high-performance culture grounded in accountability and empathy
Escalation Ownership & Customer Advocacy
• Own customer escalations and serve as the primary leadership point for high-impact or high-risk issues
• Partner with Support Engineers to create and drive clear escalation plans (Who / What / When)
• Proactively identify cases at risk of SLA breach and intervene early
• Ensure consistent, timely, and empathetic communication to customers during escalations
• Act as a liaison between Technical Support, Professional Services, Engineering, Product, CloudOps, and Account Teams
Operational Management & SLA Accountability
• Oversee daily support operations, including queue health, workload distribution, and backlog management
• Monitor and manage SLA adherence, aging cases, reopen trends, and risk indicators
• Lead operational reviews to assess performance and prioritize actions
• Ensure consistent use of support tools, workflows, and documentation standards
• Participate in a rotating Manager on Duty (MOD) program, which includes scheduled weekend coverage, to provide leadership-level oversight for escalations, critical incidents, and high-impact customer issues outside of regular business hours.
Quality, Metrics & Continuous Improvement
• Own support quality standards across tone, clarity, technical accuracy, and documentation
• Track CSAT, First Contact Resolution, reopen rates, and escalation trends, and other KPIs
• Perform root-cause analysis and implement improvement plans
• Identify recurring issues and drive systemic improvements through documentation, process, and tooling
Knowledge, Enablement & Process Adherence
• Ensure adherence to support playbooks, escalation paths, and entitlement policies
• Champion knowledge sharing and consistent documentation usage
• Encourage Knowledge Base contributions and continuous learning
• Support adoption of GenAI tools while maintaining quality standards
Cross-Functional Leadership & Communication
• Build strong relationships with Engineering, Product, Customer Success, and Leadership
• Represent Support in cross-functional escalations and risk discussions
• Provide leadership visibility into trends, risks, and improvement initiatives
• Lead with clarity, consistency, and calm during high-pressure situations
• Coach rather than rescue, empowering teams to grow ownership
• Hold the line on standards while remaining empathetic and customer-focused
• Think beyond individual cases to long-term operational and cultural impact