Own the technical success of strategic enterprise customers by advising on platform health, scalability, reliability, performance, and architecture. Manage escalations and critical incidents, coordinate Support, Product, Engineering, and Customer Success teams, and communicate resolution plans. Analyze usage and support trends, triage bugs and feature requests, provide preventative recommendations, and contribute workflow improvements or lightweight fixes. Support cloud and self-hosted deployments using DevOps and infrastructure expertise.

Provide technical support via tickets, chat, and forums; diagnose workflow, integration, and performance issues; escalate to engineering; create documentation and knowledge base; improve product reliability and contribute to the community.