Manages complex eDiscovery projects across the EDRM lifecycle, including data imports, document review workflows, productions, deduplication, forensic collection coordination, and client reporting. Scopes billable engagements, manages timelines and vendors, supports sales and engineering, resolves escalations, and ensures data security. The role also mentors junior project managers, develops training and process documentation, and provides periodic after-hours and weekend support for urgent client needs.

Maintain and improve AWS production infrastructure, infrastructure-as-code, CI/CD pipelines, monitoring, observability, and security controls. Participate in on-call support, troubleshoot incidents, track SLOs and cloud costs, write post-incident reports and runbooks, and collaborate with engineering teams on reliable feature delivery. Support SOC 2 compliance, access controls, encryption, audit logging, vulnerability management, and AI workloads on Amazon Bedrock.

Provides SaaS product support through email, phone, and Zoom; troubleshoots technical, data-file, and network issues; manages escalations and SLA-based billing decisions; identifies support trends using Zendesk; improves workflows, documentation, automation, and knowledge resources; gathers structured product feedback; and participates in an after-hours on-call rotation.