Leads complex customer technical support issues, troubleshooting logs, services, environments, operating systems, cloud platforms, and printer communications. Acts as a trusted technical advisor, escalates defects, creates knowledge articles, supports onboarding, improves workflows, and mentors support team members. Collaborates with Product and Engineering while prioritizing issues based on severity and business impact.

Own long-term strategy and outcomes for major product or platform areas. Set vision, roadmap, and success metrics; translate customer and market insights into prioritized initiatives; lead complex cross-team initiatives from discovery to adoption; partner with Engineering, Design, GTM, and execs; define requirements and measure business impact.