Cybersecurity, enterprise SaaS, or cloud technology experience, familiarity with Support platforms, CRM and case management systems, knowledge platforms, AI support tooling, and workforce-management technologies, experience with Lean, Six Sigma, Agile, PMP, or similar transformation and program methodologies, and consulting or internal strategy experience combined with hands-on operational experience, is preferred. Experience with BPO or outsourced service delivery models, including vendor governance, performance management, SLAs and KPIs, quality, and continuous improvement, along with a strong understanding of modern Support operating models, including AI, automation, knowledge management, self-service, case deflection, workforce optimization, and digital support.