• Lead a globally distributed team of Technical Support Specialists responsible for resolving complex API and integration issues while driving operational excellence at scale. • Design and build a 24/7 technical support operation. • Create clarity and accountability across time zones through strong operating rhythms, documentation, and async communication. • Own hiring, onboarding, performance management, and career development for team members in multiple regions. • Foster a culture of technical excellence, inclusion, continuous learning, and customer empathy. • Act as a senior escalation point for complex partner issues involving APIs, integrations, authentication, webhooks, and platform behavior. • Guide deep technical investigations and ensure issues are resolved with durable, scalable solutions. • Partner closely with Engineering to drive effective handoffs, root-cause analysis, and post-incident reviews. • Ensure high-quality technical documentation, runbooks, and knowledge articles are created and maintained. • Support high-impact partner interactions and escalations, serving as a trusted technical leader when needed. • Translate partner feedback and recurring issues into clear, actionable insights for our Product, Strategic Partnerships and Sales teams. • Define and improve global support workflows, escalation paths, and coverage models. • Track and improve key performance metrics including time to resolution, escalation rates, partner satisfaction, and issue recurrence. • Use data and trend analysis to identify systemic issues and prioritize operational improvements.