Director, Product

- Lead and resolve technically deep Level 2 support cases from initial triage to full root cause analysis and final fix.- Diagnose issues across distributed, cloud-native systems, with emphasis on application and API behaviour.- Perform code-level debugging (Python, Go, or Java) to pinpoint application defects or misconfigurations.- Own Live Production Incidents: Act as the technical escalation point during high-severity production issues- Engineer the Support Experience through Automation and Observability: Treat operational pain points and repetitive support tasks as engineering challenges.- Contribute to Observability and Proactive Detection: Improve our monitoring, alerting, and dashboards so internal teams detect issues before customers do.