• Build, lead, and coach the Technical Support team. • Own technical case management, including MTTR, SLA performance, prioritization, communication. • Implement end-to-end case ownership, ensuring zero “ping-ponging” between teams. • Build and maintain operational runbooks, SOPs, and service workflows for the technical track. • Act as incident commander during Sev-1 and Sev-2 events. • Oversee technical investigation and resolution for: • Cloud service interruptions • API failures and integration issues • Customizations/configured logic incidents • Platform performance degradation • Perform and review RCAs, trend analysis, and corrective/preventive actions. • Serve as a customer facing technical leader during escalations. • Deliver concise, Executive-ready summaries to senior business and technical stakeholders. • Participate in customer incident calls, debriefs, and roadmap discussions. • Act as the technical point of contact when Support requires senior leadership presence. • Validate escalations prior to Engineering handoff; ensure complete triage, reproducible steps, logs, and metadata. • Partner with the TPM on prioritization, defect intake, and technical debt grooming. • Identify recurring incidents and drive durable product improvements. • Use AI triage to improve routing accuracy between Functional and Technical Support. • Collaborate with the TPM to implement AI clustering for “silent” platform issues. • Oversee AI deflection for common configuration and how-to issues. • Perform other duties as assigned to support departmental and company objectives.