• Own the support experience for our most complex integration tickets, setting the quality bar, and coaching the team on troubleshooting best practices • Serve as a primary escalation point for the integrations support squad, participating in on-call and acting as the incident commander who drives complex issues to resolution • Lead root cause analysis and technical debugging for production issues across our integrations platform by diving into application logs, troubleshooting REST and GraphQL APIs, and investigating cloud infrastructure issues across environments • Own operational excellence for the integrations support squad by monitoring key performance metrics (ticket lead time, resolution rates), leading incident retrospectives to identify systemic issues, and driving continuous process improvements that reduce escalation volume and improve platform stability • Build and maintain internal knowledge bases, troubleshooting runbooks, and documentation that enable the broader support team to resolve common integration issues independently, reducing escalation volume and accelerating time-to-resolution • Act as a bridge between support and software engineering, building deep domain knowledge on integrations and customer environments to drive platform improvements • Act as the technical bridge between support and Customer Success, providing clear, proactive updates on incident status, impact, and resolution timelines so CSMs can keep customers informed and confident throughout complex escalations • Surface patterns and pain points from support tickets back to Engineering and Product to inform technical strategy and roadmap priorities