• Own the end-to-end Product Support vision aligned to company and product strategy • Build and mentor a high-performing team of Product Support Specialists, Technical Support Engineers, and Support Operations professionals • Represent Product Support at the leadership level and drive cross-functional initiatives • Establish a culture that is customer-obsessed, data-driven, and technically rigorous • Design scalable support workflows, escalation paths, and quality standards • Define and manage SLAs/SLOs aligned with customer and partner expectations • Select and implement support tooling (ticketing, knowledge base, monitoring, automation) • Own support analytics: volume, root causes, trends, friction points, and performance metrics • Partner with Engineering to build automation and internal tooling that reduces repetitive work • Build tight feedback loops between customers and Product • Influence roadmap decisions based on recurring issues and usage patterns • Collaborate with Documentation and Developer Experience teams to improve onboarding and self-serve pathways • Partner with Sales and Delivery on high-priority accounts and escalations • Drive initiatives that proactively reduce support volume through product quality and education • Ensure the support organization develops deep product expertise • Build structured training programs to create authoritative technical advisors • Lead post-mortems and embed learnings into product and support systems