Primary escalation point for Enterprise/Majors; own high-severity cases.
Triage and resolve urgent issues quickly, coordinating across teams.
Maintain deep account context: workflows, configurations, integrations.
Provide hands-on technical support for senior stakeholders.
Lead incident communications; translate updates into impact and next steps.
Participate in incident response, severity classification, and post-incident reviews.

🎯 Requirements

Experience supporting enterprise or highly regulated software in technical support.
Proven experience engaging and managing high-level internal/external stakeholders.
Exceptional attention to detail; manage and resolve complex, multi-layered cases.
Strong technical foundation; troubleshoot complex systems with cross-functional teams.
Deep customer obsession; ownership mindset and outcomes.
Good judgment under pressure; comfortable in high-severity, time-sensitive situations.

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