Build and own an agentic support automation system that triages, diagnoses, and resolves enterprise customer issues. Define and measure agent quality, response times, resolution times, and CSAT. Handle escalations, improve the system using resolved cases, partner with Engineering and Product on recurring issues, create self-service documentation, and provide support insights for the product roadmap.

Advise enterprise customers on cloud and AI efficiency, cost optimization, infrastructure remediation, and agentic workflows. Own a portfolio of NAM accounts, deliver strategic engagements, and build PointFive’s professional services offering from the ground up. Partner with Sales, Product, and Engineering to support deals, renewals, roadmap development, and scalable automation. Establish best practices for AI and token spend management while serving as a thought leader through writing, speaking, and industry participation.