L2 Support Lead: Vendor Enablement & Process Ownership

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.