About this role
The Cloud Solutions Support Lead is a senior operational role responsible for the health, stability, and continuous improvement of enterprise solutions built on SaaS platforms and packaged applications. This individual is responsible for the day-to-day ticket backlog, and serves as the primary escalation point for incidents and service disruptions. Working closely with Solution Architects, support (including internal and managed support partners) and development teams, and cross-functional business stakeholders, the support lead tracks and ensures solutions perform reliably against defined SLAs, drives root cause resolution, manages the impact of SaaS vendor releases on the existing enterprise, and champions adoption of AI -powered automation.