Provides advanced Tier 2 technical support across networking, firewalls, hardware, media players, connectivity, and enterprise environments. Diagnoses root causes, manages escalations, supports strategic accounts, and partners with Product, Engineering, Customer Success, and Sales. Administers and optimizes Zendesk AI Co-Pilot, automation, workflows, and self-service. Develops troubleshooting documentation, coaches support staff, analyzes issue trends, advocates for product improvements, and participates in on-call and occasional holiday coverage.

Research and build strategic enterprise pipeline across multi-location industries. Engage executive stakeholders, map buying committees, execute personalized multi-channel outreach, and create qualified opportunities. Partner with commercial leaders on account pursuit plans and maintain accurate Salesforce data to support long-term strategic customer relationships.

Lead strategic enterprise sales for Rockbot by building executive relationships, navigating complex multi-stakeholder buying journeys, and designing consultative solutions that modernize in-store media. Own opportunities end-to-end, orchestrate cross-functional teams, drive expansion across multi-location accounts, and deliver measurable business outcomes through Rockbot's integrated platform.