Investigate complex customer escalations involving authentication, authorization, identity, enterprise administration, audit records, dashboards, and data visualization. Lead technical calls, coordinate cross-functional investigations, mentor support engineers, provide training, partner with Engineering and Product, and develop internal debugging tools and workflows.

Lead and resolve billing, usage metering, and cloud cost escalations by diagnosing metering discrepancies, usage spikes, billing anomalies, and quota enforcement. Collaborate with Product, Engineering, and Finance to escalate bugs and improve visibility; create tooling, playbooks, and training to enable global teams; communicate cost impact to stakeholders and surface customer feedback to influence product roadmap.

Manage and develop a distributed APJ team of Technical Enablement Managers delivering customer training. Drive enablement strategy, demand generation, intake and capacity planning, delivery quality, KPI performance, and program ROI. Partner with Sales, Customer Success, Engineering, Product, and Technical Solutions leadership to improve adoption and scale offerings. Coach team members, support recruiting, promote responsible AI usage, and build scalable training processes. The role requires up to 25% regional travel.