Leading PubNub's Support Engineering department, my focus is on building a top-tier global team dedicated to outstanding customer service through innovative support solutions. The development and implementation of a 24/7 escalation model and data analytics to inform support strategies have been pivotal to our success.My tenure has been marked by the cultivation of a culture that values excellence and customer satisfaction. By collaborating closely with product and incident management teams, we have ensured seamless operations and swift resolution of customer issues, solidifying PubNub's reputation for reliability and responsiveness in support engineering.