In This Role, You Will Be Responsible For

• Mentor and support your team members, providing guidance on complex technical issues and designing onboarding processes for new hires. You'll be responsible for building and managing the team's shift schedule to ensure proper coverage.
• Oversee ticket assignments and prioritization to meet service-level agreements (SLAs). You'll handle escalations from the Operations team, management, and/or customers, ensuring prompt and effective resolution.
• Take ownership of customer‑specific projects, coordinating with relevant stakeholders to drive them from start to finish. You'll work closely and report to global managers to ensure alignment across domains and support cross‑team initiatives.
• Actively work on technical tickets and use your strong technical background to guide the team in troubleshooting complex cases.
• Engage directly with customers on high‑priority issues and provide timely upda...