Own the MSP product strategy, roadmap, integrations, pricing, packaging, and launches. Partner with MSP customers, Engineering, Data Science, Operations, Marketing, Sales, and Customer Success to prioritize automation and improve service margins. Define success metrics, conduct market research, lead discovery, and manage customer insights. Hire and develop product managers while establishing an effective product development process. Bring AI-enabled features into production and build products for the MSP technology ecosystem.

Provide hands-on technical support to end users across productivity tools, operating systems, identity and access management, and common network issues. Triage and resolve help desk tickets, communicate clearly with customers, collaborate with Engineering to improve IT automation workflows, and participate in rotating shifts supporting a 24/7/365 operation.