• Provide leadership for the technical staff. • Interface with Engineering teams on customer-impacting fixes and enhancements. • Recruit and develop support staff. • Drive team metrics and performance. • Lead efforts to implement top-tier technical support services, knowledge base content, best practices, and methodologies. • Foster a customer-centric mindset to understand and address enterprise customer needs. • Ensure end-to-end ownership of critical customer incidents and escalations. • Lead critical situations to manage and optimize the customer experience. • Implement data-driven strategies to enhance operational efficiency and workload distribution. • Collaborate with Product, Engineering, Sales, and Professional Services teams. • Translate customer feedback into tangible service improvements. • Promote knowledge sharing and prepare teams for new feature releases.