Act as the highest tier of technical support for Slack-related incidents and service requests.
Troubleshoot and resolve complex Slack issues, including integrations, API failures, user permission conflicts, and performance bottlenecks.
Handle escalations from L1/L2 support teams and work closely with Slack enterprise support when required.
Manage Slack workspace administration, including channel governance, user provisioning, and enterprise grid configurations.
Monitor Slack service health and performance metrics; proactively identify and address systemic issues.
Oversee integration and automation using Slack APIs, bots, webhooks, and workflows.
Enforce and optimize security controls such as SSO, DLP integrations, retention policies, and compliance configurations.
Provide support and guidance on Slack app development, including internal tools and third-party integrations.
Partner with IT, Security, and Compliance teams to ensure Slack aligns with corporate policies and regulations.
Document processes, resolutions, and standard operating procedures for Slack environment management.
Train and mentor L1/L2 support staff; conduct knowledge-sharing sessions on Slack best practices.
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