Lead and build the development support function that manages escalated technical issues from Customer Care to Development. Define SLAs, triage and escalation frameworks, monitoring and reporting, stakeholder communications, and executive metrics. Analyze trends to drive product improvements, lead a high-performing support team, and coach members to improve responsiveness and resolution effectiveness.

Build and maintain full-stack features spanning frontend UIs and backend services. Design, develop, test, deploy, and support code; participate in architecture discussions, code reviews, and collaborate with Product and QA. Use AI-assisted coding tools, identify technical debt, and contribute to scalable, reliable solutions.