Provide multilingual customer support by phone and email in English, Spanish, and Portuguese. Own, document, troubleshoot, and resolve customer issues ranging from password requests to complex supply chain problems. Maintain a positive customer experience, build relationships across cultures, update customer records accurately, follow automated workflows, and identify process improvements.

Lead global teams responsible for Managed Services platform reliability, security, compliance, and customer operations. Drive improvements in availability, observability, capacity, backup/recovery, and operational tooling. Oversee security controls, vulnerability management, and compliance automation. Manage major incidents and customer escalations, engage with customers and executives, and hire, coach, and develop a high-performing global organization.

The Senior Solutions Engineer engages with customers to define their needs, delivers pre-sales experiences, designs proof of concepts, and collaborates with product and engineering teams to ensure customer success and feedback integration.