• Design, implement, and continuously improve scalable enterprise support processes • Define SLAs, severity classifications, escalation paths, and communication frameworks • Oversee ticket triage, prioritization, queue health, and resolution tracking • Ensure clear, professional, and authentic communication with customers • Drive root cause analysis and partner with Engineering to eliminate recurring issues • Build and maintain a comprehensive knowledge base and support documentation • Develop dashboards, operational metrics, and executive-level reporting • Serve as the escalation point for high-severity issues • Represent customer support themes and insights within product, engineering, and solution-planning forums • Own ongoing support for customer-specific configurations and deployments • Manage and develop India-based support representatives