Lead a team of 10+ Network Security Engineers and Security Operations Center (SOC) Engineers with a focus on technical training, support delivery, personal development and hiring. Develop and maintain internal tools, integrations, dashboards and bots using Cloudflare Workers, Zendesk, Google Chat, BigQuery and Data Studio. Improve support workflows and processes using data-driven approach, liaise with product engineering and customer-facing teams to improve customer experience, product supportability and escalation paths.

Lead a team of 3 Technical Quality Analysts. Manage quality performance of 30 Technical Support Engineers from Enterprise Grade Support in EMEA. Develop support-related dashboards and data sources to report on trends and KPIs. Analyse and visualise data from Dremel / BigQuery, PLX / Data Studio and Salesforce. Deploy new support workflows, procedures and tools. Maintain and cultivate in-depth knowledge of Google Workspace product technology. Create and execute individual and team action plans to reach established OKRs. Collaborate with other vendors and internal Google teams to improve quality of support.