Build the support function
· Design and stand up the support model for PAVE and the applications running on it: intake paths, triage criteria, severity definitions, escalation routes, and ownership boundaries between TAG, KTG support, and the districts
· Establish service expectations that TAG can meet, and be honest with stakeholders about what falls outside them
· Define support-readiness requirements that new PAVE capabilities and applications must meet before release — documentation, troubleshooting guides, known-issue registers, and enablement for whoever takes first contact
· Build the tooling and reporting to make support volume, resolution time, and recurring issues visible without manual assembly
Run it
· Own day-to-day triage and resolution coordination for developer- and district-reported issues across professional and citizen-developed applications
· Serve as the escalation point and single accountable owner when something running on PAVE breaks and it isn't obvious who fixes it
· Manage the support backlog and its prioritization, weighing user impact, business criticality, security risk, and effort
· Maintain a clear, repeatable prioritization framework so trade-off decisions are transparent and defensible to district stakeholders and TAG leadership
Close the loop into the platform
· Convert support signal into platform priorities: identify systemic defects, recurring failure patterns, and design weaknesses, and bring them to Platform Architecture and engineering with the evidence attached
· Partner with Information Security on issues that indicate governance or access-control gaps rather than isolated bugs, and escalate patterns rather than instances
· Feed recurring citizen-developer failure modes back into templates, guardrails, and enablement material — the goal is fewer applications that need support, not faster support
· Contribute to the PAVE roadmap as the strongest voice on platform health and operational reality
Serve two very different user populations
· TAG professional developers building enterprise applications, who need depth, speed, and technical answers
· Citizen developers across the districts, who need guardrails, clear paths, and often help understanding what went wrong. Supporting them well is a different skill than supporting engineers, and both matter here
· Work with District Business Managers and district leadership to keep support expectations and reality aligned
Working in an AI-first group
· TAG uses AI agents as a primary delivery mechanism. Support issues are often fixed by agents, which means how well you specify a problem — reproduction steps, acceptance criteria, context — directly determines how fast it gets resolved
· Human review capacity is our binding constraint, not engineering capacity. You will help us manage it deliberately
Decision Rights
You own: the support model and its operating rules, severity and priority definitions, the support backlog and its ordering, support-readiness standards for release, and support metrics and reporting.
You influence, with substantial weight: the PAVE roadmap, platform quality investments, and template and guardrail design for citizen development.
Platform Architecture and App Architecture own technical direction and platform standards. Information Security owns governance requirements. You own the operational truth about how all of it behaves in production, and you are expected to say so plainly when it isn't working.
