L2 Support Lead: Vendor Enablement
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Emerge is seeking a dedicated L2 Support Owner to manage Level 2 resolution and escalation, while coaching our vendor to progressively absorb L1/L2 work. You will own runbooks, backlogs, and critical triage decisions, ensuring timely handoff to engineering when needed.
You will drive quality, SLAs, and CSAT across the vendor-enabled support stack, and align support improvements with product changes for smoother client experiences.
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