Guide globally distributed FTE and vendor teams, set investigation standards, build capability, and own service KPIs and measurable improvement plans across regions. Design and own agentic, AI-assisted, and automation solutions that accelerate diagnosis, eliminate repetitive work, prevent recurring escalations, and improve efficiency at scale. Bachelor's degree in computer science, Information Technology, Data Science, Engineering, or a related field AND 2+ years of relevant experience in software engineering, service engineering, systems engineering, or technical support; OR equivalent experience. These requirements include but are not limited to the following specialized security screenings: Master's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 3+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR Bachelor's Degree in Computer Science, Information Technology, Mechanical Engineering, Electrical Engineering, Aerospace Engineering, Data Science, Cybersecurity, or related field AND 5+ years technical experience in software engineering, network engineering, service engineering, systems engineering, or industrial controls OR equivalent experience. Experience in customer-facing Tier 3 support or a software product organization, managing complex & high revenue impacting escalations, partnering with Product and Engineering on systemic improvements and issue volume reduction. Experience troubleshooting feed based campaigns, shopping products, shopify using web technologies, backend logs , REST APIs, SQL, Kusto Query Language, or similar diagnostic tools Experience creating diagnostic automation or AI-assisted solutions that reduce time to resolution and recurring escalations. Strong coding skills in a general-purpose language, such as C#, Java, Python, or TypeScript/JavaScript, with experience building automation or services that integrate with APIs, data platforms, or distributed systems. Hands-on troubleshooting using logs, metrics, traces, APIs, databases, and query languages in live-site or customer-impacting investigations.