I'm a Support Engineering leader with 10+ years of experience at the intersection of code and customer experience. I build tools, teams, and processes that help customers succeed—combining engineering & empathy. Passionate about using data and automation to refine support systems and accelerate feedback loops between users and internal stakeholders in fast-moving environments.

• Built an automated escalation workflow connecting Slack, Plain, and internal systems to streamline customer issue triage and improve collaboration between Support, Product, and Engineering.
• Created customer-facing support infrastructure, including a self-serve portal and internal reporting foundation, leveraging AI coding tools like Kilo to prototype and accelerate development.
• Designed and built a bespoke agent scheduling tool at FullStory. By implementing skills-based routing, increased efficiency and workload equity—reducing median first response times for compliance tickets by 75%. The project, shftr [demo], is now in its 3rd iteration and serves as a headless service connecting Assembled with Zendesk’s Unified Agent Statuses for managing omnichannel routing.
• Developed custom Zendesk applications to streamline agent workflows and increase efficiency. Created one-click call scheduling via Calendly APIs, bespoke escalation workflows into tools like Linear and Shortcut, and unified “context-at-a-glance” views by consuming REST APIs from Salesforce, Stripe, and other internal systems.
• Scaled FullStory's Support Engineering team from 2 to 6 by expanding globally across EMEA and APAC. Built structure and processes to support growth, mentoring engineers in complex troubleshooting and relationship management. The team consistently achieved 4.9 CSAT and 98% SLA attainment.
• Led resolution of FullStory’s most complex customer issues as Principal Support Engineer. Improved triage and collaboration workflows to reduce engineering escalations by 52% within two months, accelerating time-to-resolution and reducing engineering workload.
• Played a key role in shaping FullStory’s Mobile SDK strategy as part of a cross-functional council spanning Product, Engineering, and CX. Leveraged customer insights from escalations to guide decisions and created the initial training, playbook, and framework to empower teams to deliver exceptional mobile experiences.
• Recognized for exceptional customer empathy at InVision and became the trusted point of contact for FullStory’s largest enterprise customers. Managed critical incidents with composure and clarity, maintaining a 5-star CSAT for four consecutive years while earning stakeholder confidence across technical and executive teams.

• JavaScript / TypeScript
• Python
• Go / Golang
• React, Next.js, Remix
• Plain, Zendesk, Discord, Slack, Discourse, Salesforce
• VS Code, Cursor
• Node.js / Express / MongoDB
• PostgreSQL
• REST APIs
• Coaching / Mentoring
• Cross-functional Collaboration
• People Management

• Manager, Support Engineering — North America Sept 2024 - Present

• Staff Support Engineer Feb 2024 - Sept 2024

• Principal Support Engineer, Escalations Oct 2023 - Feb 2024
• Global Manager, Support Engineering Feb 2022 - Oct 2023
• Support Engineering, Team Lead Aug 2021 - Feb 2022
• Principal Support Engineer May 2019 - Aug 2021

• Team Lead, Tier 2 Support Oct 2018 - May 2019
• Sr. Support Engineer, Tier 2 Sep 2018 - Oct 2018
• Support Engineer, Tier 2 Dec 2017 - Sep 2018

• Corporate Ticketing System Administrator Aug 2016 - Dec 2017
• Corporate IT Specialist Feb 2012 - Aug 2016