Own complex enterprise customer escalations from engagement through resolution. Coordinate Engineering, Support, Product, Customer Success, Sales, and executives; maintain customer-facing resolution plans; lead high-stakes communications, post-escalation reviews, relationship repair, and corrective actions. Develop escalation playbooks and process improvements while supporting globally distributed, on-call coverage.

Manages a globally distributed team of Assigned Support Engineers serving enterprise customers. Responsibilities include hiring, coaching, performance management, escalation leadership, customer recovery planning, cross-functional coordination, KPI tracking, capacity planning, process improvement, automation, and communicating customer outcomes and ROI. The role requires strong technical knowledge, including Linux administration and web application concepts, plus experience supporting production-critical environments.