Own technical relationship and outcomes for a portfolio of enterprise customers, acting as the primary technical point-of-contact for ongoing success and support coordination.
Identify, manage, and drive resolution of critical technical issues (escalations) and customer-impacting risks; coordinate necessary support activities across Platform9 Support, Engineering, Product, and partner/3rd-party vendors in multi-vendor environments.
Monitor and manage open cases during business hours; ensure clear prioritization, timely updates, and strong issue hygiene (repro steps, logs, timelines, customer impact, and workaround status).
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