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Nandish
Dave
Director, Technical Support
BitGo
Nandish Dave is the Director of Technical Support at BitGo, a global leader in digital asset custody, wallets, staking, trading, and blockchain infrastructure serving institutional clients worldwide. He leads and scales global technical support operations for high-availability, security-critical systems that power custody, wallet, API, and trading platforms across the digital asset ecosystem. His work focuses on applying AI and machine learning to real-world production environments, where he has led initiatives around AI-driven support automation, including RAG-based knowledge systems, intelligent triage, workflow orchestration, and operational analytics. These efforts have significantly improved operational efficiency, reduced manual workload, and accelerated response and resolution times across enterprise support operations. Nandish plays a key role in launch readiness, incident governance, operational risk management, and cross-functional coordination for new blockchain products, protocol upgrades, and infrastructure changes. He partners closely with executive leadership, engineering, product, operations, and security teams to define global support standards, escalation frameworks, and postmortem practices for mission-critical systems.
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22 September 2026 11:45 - 12:15
Fireside chat | Closing the loop: Turning front-line support insights into product action
Support teams sit closest to customer friction, yet valuable insights often remain trapped in tickets, conversations, and scattered feedback channels. As AI makes it easier to identify patterns and surface signals at scale, organizations have an opportunity to transform support from a reactive function into a strategic source of product intelligence. In this session, Nandish Dave, Director of Technical Support at BitGo and Mark McKercher, VP of Global Support at Sovos, will explore how organizations can create stronger feedback loops between Support, Product, and Engineering teams. Discover how AI can help turn front-line customer interactions into more actionable insights that influence decisions, priorities, and product improvements. What this session will cover: - Why critical customer insights often fail to reach Product and Engineering teams - How AI can uncover trends, recurring issues, and signals across support interactions - Approaches for translating support data into more actionable product intelligence - Strengthening collaboration between Support, Product, and Engineering teams Key takeaway: Attendees will leave with practical ideas for turning everyday support interactions into a scalable feedback system that improves products, strengthens cross-functional alignment, and drives better customer outcomes.