• Define and execute the global support strategy aligned with company growth, platform reliability, and customer experience objectives. • Build and maintain a world-class multi-tiered support organization, spanning reactive ticket support, proactive customer care, and incident response. • Partner with Product, Engineering, and Customer Success leadership to drive feedback loops that improve product quality, platform reliability, and customer satisfaction. • Establish clear KPIs and OKRs for responsiveness, resolution, CSAT/NPS, uptime communication, and operational excellence. • Oversee the global customer support organization handling billing, account management, and customer policy inquiries. • Ensure consistent quality, efficiency, and empathy in every customer interaction through structured training, QA, and tooling. • Implement and optimize automation and AI-driven solutions to improve case routing, response time, and self-service adoption. • Lead and evolve the Technical Support organization responsible for diagnosing complex infrastructure issues across compute, storage, networking, and GPU clusters. • Define escalation pathways and SLAs for Tier 1-3 incidents, including integration with SRE and Platform Engineering teams. • Drive development of internal tooling, documentation, and telemetry to empower faster and more accurate root-cause analysis. • Implement data-driven decision frameworks, dashboards, and early warning systems across all support functions. • Establish a scalable 24×7 global coverage model with tiering and efficient on-call management. • Partner closely with Finance to forecast headcount, budget, and productivity improvements. • Represent the Support function in executive reviews, board reporting, and cross-functional leadership discussions.