• Serve as the primary technical escalation point for a portfolio of live grocery customers • Own complex, cross-functional technical issues involving POS software, hardware, integrations, and/or data flows • Perform root cause analysis on recurring issues and partner with Product and Engineering on durable fixes • Proactively monitor account health signals (ticket trends, incident frequency, configuration gaps, rollout changes) • Guide customers through technically complex changes • Translate customer-side operational needs into clear technical requirements for internal teams • Coordinate structured incident response during outages or high-severity events • Improve internal documentation, runbooks, and escalation playbooks based on real-world learnings • Act as a force multiplier for Support by identifying patterns and reducing repeat issues