Leads complex enterprise technical support operations, including incident investigation, log and packet analysis, root-cause analysis, escalation coordination, and customer communications. Improves support processes, Salesforce and JIRA workflows, operational metrics, entitlement accuracy, and engineering engagement. Develops documentation, training, automation, and AI-assisted support workflows while coordinating global teams and mentoring colleagues. Supports enterprise platforms spanning distributed systems, networking, storage, cloud-native environments, observability, and AI infrastructure.