• Drive customer trust and company growth by bridging Operations, Product, and Engineering to solve our most complex technical escalations • Own high-impact incident management, establish robust troubleshooting standards, and turn recurring operational challenges into scalable, automated solutions • Serve as the senior escalation point for complex merchant technical issues, leading structured investigation, troubleshooting, root cause analysis, and resolution across multiple systems or teams • Coordinate with Engineering, Product, and Operations during high-impact incidents to ensure timely resolution, clear communication, appropriate prioritization, and effective customer impact mitigation • Analyze recurring technical issues and incident patterns to identify underlying product, system, or process gaps and translate findings into actionable improvement opportunities • Establish and continuously improve technical troubleshooting frameworks, escalation criteria, diagnostic methodologies, and best practices to increase L2 resolution effectiveness • Partner with Product and Engineering to drive permanent fixes and preventive actions, reducing repeat incidents, unnecessary escalations, and customer impact • Develop the team’s technical depth through workshops, technical knowledge-sharing sessions, documentation, and hands-on coaching to progressively increase L2 self-sufficiency • Identify opportunities to improve support processes, workflows, tooling, and team structures to increase efficiency, scalability, and customer experience • Use operational and customer data to identify trends, quantify problems, and prioritize improvement initiatives based on customer and business impact • Identify repetitive or manual processes and partner with relevant teams to develop automation, self-service, or tooling solutions that improve efficiency and reduce operational dependency • Design and implement scalable processes, tools, and knowledge systems that enable the team to handle increasing complexity and volume without proportional increases in operational effort • Represent merchant technical pain points and provide data-backed insights to influence bug prioritization, product improvements, and feature development • Translate merchant and operational problems into clear technical requirements, problem statements, and business impact to facilitate effective collaboration with Engineering and Product • Serve as the technical advisor for AE, AM, CSM, and other customer-facing teams, providing guidance on complex product, integration, and technical issues • Work closely with Partnerships and other business teams to analyze partner performance, identify systemic issues, and develop actionable recommendations that improve operational performance and customer experience • Ensure insights from merchant issues and technical incidents are translated into product, process, and documentation improvements, creating a continuous feedback loop between customers and internal teams • Evaluate opportunities for automation, self-service, and tooling improvements • Measure the impact of automation and process improvements through metrics such as resolution time, productivity, escalation rate, ticket volume, and customer experience •