I manage the User Advocacy team. Our main directive is to protect our users. Sometimes this means helping them recover by identifying and fixing issues. We also work proactively to prevent these issues from happening in the first place. We do a bit of metrics, root cause analysis, search, and content strategy. I have a background in support and linguistics.
I'm a huge fan of Open Source projects and technology in general. If it's got a power cord, I'll install Linux on it and control it with my phone.