Accountabilities

• Directly manage and develop a team of six technical support specialists with varying levels of product knowledge and experience.
• Lead a support function operating across multiple time zones, including participation in mandatory daily team meetings at 8:00 am and 11:00 am Pacific Time.
• Coach team members, identify skill gaps, and develop capabilities that reduce unnecessary engineering escalations.
• Review the support ticket queue daily, guide prioritization, and own escalation decisions.
• Serve as the primary technical escalation point before engineering and determine appropriate ticket severity and priority.

Accountabilities

• Directly manage and develop a team of six technical support specialists with varying levels of product knowledge and experience.
• Lead a support function operating across multiple time zones, including participation in mandatory daily team meetings at 8:00 am and 11:00 am Pacific Time.
• Coach team members, identify skill gaps, and develop capabilities that reduce unnecessary engineering escalations.
• Review the support ticket queue daily, guide prioritization, and own escalation decisions.
• Serve as the primary technical escalation point before engineering and determine appropriate ticket severity and priority.