• Provide direct, high-quality technical support to customers across our products and services. • Troubleshoot complex technical issues and serve as an escalation point for team members. • Maintain deep product knowledge and continuously develop expertise to support evolving technologies. • Act as a mentor and role model for support team members, sharing best practices and encouraging skill development. • Provide daily operational oversight, including queue management, case assignment, and issue prioritization. • Offer coaching, informal training, and constructive feedback to strengthen team performance. • Monitor support activity and ensure service level agreements (SLAs) and quality standards are met. • Assist in documenting processes, troubleshooting guides, and knowledge base articles. • Partner with the Head of Support Operations to identify trends, escalate systemic issues, and recommend process improvements. • Contribute to strategic support initiatives, helping to shape processes, tools, and customer experience improvements in partnership with leadership.