Lead and develop a global Level 2 Technical Support team, own incident escalations, ensure SLA adherence, troubleshoot cloud and factory systems, coordinate cross-functional resolution, maintain documentation and knowledge base, engage customers across APAC/Americas, and participate in on-call rotation and occasional international travel.

Hands-on senior platform engineer responsible for designing, deploying, and operating secure cloud infrastructure across AWS and AWS GovCloud. Focus on FedRAMP High-aligned and defense-related deployments, Infrastructure-as-Code (Terraform), Kubernetes/Helm operations, compliance automation, incident response, release operations, and documentation to meet regulated customer requirements.

Drive technical account management for global and U.S. government customers: support pilots, deployments, renewals, and expansions; coordinate deployments and escalate technical issues to engineering; manage projects across account, program, and professional services; deliver successful rollouts including Factory Map and broader product stack.