Develop and lead a team of Technical Support Engineers, providing enterprise-level, world-class customer support. People management responsibilities, including recruiting, career development, performance management. Identify patterns and trends in tickets to resolve issues holistically. Manage daily incoming workload and backlog. Work directly with customers on escalations, manage expectations, internal and external communication, and be a resource and guide for TSEs ensuring an optimal and timely resolution. Root cause analysis. Advocate/manage needed changes in product. Manage to KPIs, including quality, process and procedures. Lead the TSE team in mentoring and coaching the rest of the Support team. Partner with engineering and product management to manage critical situations and incidents proactively and reactively. Act as On-Call Support leader or escalation contact in a rotation during evening and weekend hours. Champion customer issues within the organization to build the best customer experience.