• Own the hardest technical problems: Lead investigation and resolution of Omnea's most complex customer issues - integrations, configuration edge cases, cross-system bugs. Direct AI to accelerate the first pass, then apply the judgment AI can't: is this safe to ship, is the root cause actually fixed.
• Be the SWAT team between Customer, Product, and Engineering: Act as the senior escalation point when an issue is beyond what the Customer team can resolve alone, and the technical voice in the room when Product and Engineering need to understand what's really happening on the ground.
• Get technical inside implementations: Step into live implementations when they hit technical complexity - tricky integrations, custom logic, unusual data flows - and work directly with the implementation team to get them unstuck.
• Feed the product roadmap: Spot patterns across the issues you resolve and turn them into clear, well-scoped input for Product and Engineering, so the same problem doesn't need solving twice.
• Build the standards as you go: Document what you learn, build the tooling and playbooks for triaging and resolving complex technical issues, and raise the bar for technical quality as the team grows around you.