• Serve as the final escalation point for intricate hardware and firmware issues, managing complex investigations from initial triage to definitive root cause resolution. • Conduct comprehensive, end-to-end debugging across the entire stack, including hardware components, firmware, gateways, and AI/ML pipelines. • Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives. • Drive continuous product improvement by leading post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends. • Collaborate closely with the R&D team, using support trend analysis to develop superior customer solutions. • Lead technical feedback for new hardware to ensure supportability and meet installation requirements well before general availability. • Define success criteria, validation plans, and operational runbooks for new hardware launches, ensuring global support team readiness. • Lead on-site technical investigations and manage beta deployments for next-generation hardware, often in demanding environments. • Develop or contribute to internal diagnostic tools to significantly accelerate ticket resolution and trend analysis. • Elevate the organization's technical expertise by providing technical coaching and conducting case reviews for support engineers.