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Manages a distributed technical customer support team while handling L2/L3 tickets, troubleshooting platform issues, guiding escalations, maintaining SLAs, and partnering with Customer Success, Product, and Engineering. Owns support metrics, performance management, runbooks, knowledge enablement, and process improvements. The role also identifies opportunities to use AI and automation to improve ticket resolution, standardize support practices, and streamline handoffs across time zones.

Generate qualified sales pipeline through account targeting, AI-assisted prospect research, personalized email, LinkedIn, and call outreach. Partner with managers, account executives, marketing, and sales teams to develop account strategies, optimize messaging, analyze conversion performance, and share AI workflow best practices. Build expertise in Unit21’s fraud prevention platform, financial crime market, customers, and evolving AI technologies.

Develop and deploy scalable backend code, distributed systems, data pipelines, and reliable data infrastructure. Lead projects from design through production, improve platform scalability and performance, and collaborate with cross-functional engineering teams. The role requires strong programming, advanced SQL and data modeling, cloud platform experience, and infrastructure-as-code skills. Bonus experience includes large-scale processing frameworks and operating critical production systems with four-nines availability.

Lead end-to-end customer implementations of fraud and AML platforms, including data integrations, ETL workflows, detection rules, case management, sanctions screening, and AI agent deployment. Own post-launch tuning, support, issue resolution, metrics, and customer enablement. Develop automation and reusable tooling, translate compliance requirements into technical solutions, and collaborate with Product and Engineering using customer insights.

Own the vision, strategy, and roadmap for an AI-enabled product vertical spanning detection, risk scoring, alerts, screening, and compliance workflows. Partner with engineering, design, customers, and internal teams to discover problems, prototype, ship, and iterate rapidly. Build AI-powered features end to end, use data and experimentation to guide decisions, and balance speed, accuracy, auditability, and trust in a regulated fraud and AML environment.