• Lead and develop a team of 3 Solutions Engineers across T1-T3 support tiers • Foster a culture of technical excellence, customer empathy, and continuous learning • Drive strategic improvements within Solutions Engineering, including refining and optimizing support operations, SLAs, and escalation processes as Hologram grows • Own and drive improvements to key metrics: response times, resolution rates, CSAT, ticket deflection • Proactively plan and manage workload distribution, and capacity planning across support tiers. • Manage the development and expansion of comprehensive internal and external knowledge bases • Expand and optimize AI support systems' technical knowledge to improve resolution quality and reduce escalations • Analyze support data to identify trends across issue types, customer segments, and support patterns • Translate customer pain points and technical feedback into actionable product improvements • Partner with Product and Engineering teams to advocate for customer needs and close platform gaps • Collaborate with Sales on customer onboarding processes and technical handoffs • Work with Customer Success to improve post-sales lifecycle and reduce time-to-value