1. People Leadership & Team Management

• Lead, mentor, and develop a team of Technical Support Engineers.
• Establish clear goals, expectations, KPIs, and performance standards.
• Conduct regular 1:1s, performance reviews, coaching sessions, and career-development discussions.
• Build technical and leadership capabilities within the team through structured training and mentoring.
• Identify skill gaps and create training and cross-training plans.
• Manage shift coverage and ensure adequate support capacity across global time zones.
• Foster a culture of ownership, accountability, collaboration, and continuous improvement.
• Identify high-potential team members and create opportunities for career progression.

2. Customer & Enterprise Support

• Own the overall technical support experience for assigned customers and customer segments.
• Provide leadership oversight for critical and complex customer issues.
• Partner with Customer Success and Account Management teams on strategic and enterprise accounts.
• Participate in customer calls for critical escalations and technically complex issues.
• Ensure customer issues are communicated clearly, proactively, and professionally.
• Build strong relationships with technical stakeholders at strategic customers.
• Identify recurring customer pain points and drive them toward permanent solutions.

3. Technical Escalation Management

• Act as an escalation point for complex technical issues that cannot be resolved by frontline support.
• Drive investigation of issues involving APIs, SDKs, integrations, web technologies, authentication, data, infrastructure, and third-party systems.
• Work closely with Engineering and Product teams to troubleshoot product defects and technical issues.
• Ensure escalated Jira issues contain accurate technical information, reproduction steps, logs, impact, and customer context.
• Maintain ownership until the issue is resolved and appropriately communicated to the customer.
• Ensure SLA commitments are consistently met.

4. Incident & Problem Management

• Lead or support P0/P1 critical incidents and customer-impacting outages.
• Coordinate incident response across Support, Engineering, Product, Infrastructure, and Customer Success.
• Ensure timely internal and external communication during major incidents.
• Maintain incident timelines, action items, and stakeholder communication.
• Drive Root Cause Analysis (RCA) and post-incident reviews.
• Track corrective and preventive actions to completion.
• Identify recurring incidents and initiate Problem Management activities.
• Continuously improve incident response and escalation processes.

5. Support Operations & SLA Management

• Own support operational metrics including:
• CSAT
• Time to First Response (TTFR)
• Time to Resolution (TTR)
• SLA adherence
• Backlog
• Escalation volume
• Resolution efficiency
• Customer-impacting incidents
• Monitor team performance and identify operational trends.
• Build dashboards and reports for leadership.
• Conduct regular operational reviews and establish improvement plans.
• Optimize workflows, queues, staffing, and escalation processes.
• Ensure support processes are documented, followed, and continuously improved.

6. Cross-Functional Collaboration

Work closely with:

• Engineering — product defects, technical escalations, incident resolution.
• Product Management — customer feedback, feature gaps, product improvements.
• Customer Success / Account Management — enterprise customers and strategic escalations.
• QA — reproductions, validation, and regression testing.
• Infrastructure / DevOps — platform incidents, monitoring, performance, and reliability.
• Professional Services / Solutions Engineering — complex implementations and integrations.

Represent the voice of the customer internally and ensure customer-impacting issues receive appropriate visibility.

7. Knowledge Management & Automation

• Drive creation and maintenance of technical documentation and Knowledge Base content.
• Establish documentation standards for troubleshooting and known issues.
• Identify repetitive support activities suitable for automation.
• Encourage the use of scripts, APIs, dashboards, AI, and automation to improve support efficiency.
• Develop troubleshooting guides, runbooks, escalation templates, and internal playbooks.
• Promote self-service capabilities to reduce repetitive support volume.

8. Capacity Planning & Support Strategy

• Forecast support demand based on customer growth, product adoption, historical ticket volumes, and upcoming releases.
• Develop staffing and capacity plans aligned with business growth.
• Identify opportunities to improve support scalability without compromising customer experience.
• Participate in hiring and workforce planning.
• Establish support coverage models for global customers and critical accounts.
• Partner with leadership on long-term support strategy and organizational planning.

9. Product & Release Readiness

• Partner with Product and Engineering teams during major product releases.
• Ensure Support is adequately prepared for new features and product changes.
• Drive release-readiness activities including:
• Product training
• Documentation
• Troubleshooting guides
• Known issues
• Support communication
• Escalation paths
• Provide customer-impact feedback before and after major releases.