Skills
Product Support: Diagnosing complex issues, crafting effective solutions, and explaining and documenting them clearly.
Sales Engineering: Technical sales enablement, custom demos, and discovery and evaluation calls with prospects.
Team Development: Interview design, process and infrastructure building, and mentorship of new hires.
Web Development: HTML, CSS, JavaScript, PHP, Ruby, Rails, Hugo, SQL, SVN, Git, Windows, Mac OS, and Linux.
Professional Experience
Head of Product Support
MavenoidCreated and drove our support function by resolving support requests from internal and external customers via email, Slack, and Zoom, standing up and administering an issue tracker, defining and documenting processes and SLA, and training teammates to support our customers.
Closed deals faster by joining discovery and evaluation calls as a sales engineer, providing technical expertise and building/showing custom demos for prospects.
Scoped, planned, and implemented solution engineering tasks to extend our platform for individual customer use cases and integrate with various services and APIs.
Built a help center website for which I also wrote our product documentation, recorded demo and training videos, conducted live training sessions, and trained colleagues to conduct them too.
Refined interview processes, conducted interviews, and led and mentored new hires for multiple roles across the organization, including new leads.
Lead Technical Support Engineer
DiffbotResolved issues through customer education, guidance on configuration and best practices, diagnosis of and solutions for bugs, improvements and additions to internal and external documentation, and writing scripts to integrate the Diffbot API with customer systems.
Led an international team of support engineers, defining process and coordinating efforts.
Wrote scripts to collect metrics from our issue tracker to analyze and suggest improvements to our process.
Senior Customer Support Engineer
Culture AmpResolved issues by answering questions and providing guidance on best practices, diagnosing bugs and providing workarounds and fixes, and building and documenting scripts and tools to automate repeated workflows.
Collaboratively defined and documented our team processes and vision.
Set up and administered our JIRA project, updating to enable our evolving workflow and metrics-gathering needs.
Refined our interview process and questions, including creating a live Rails troubleshooting exercise which I then paired with candidates to work through as a representative sample of our day-to-day work and mentorship practices.
Mentored new hires and served as escalation point for complex support issues.
Internal Applications Developer
Palantir TechnologiesEngineer and Badass, Product Support Team
Palantir TechnologiesResolved thousands of issues from customers and our engineers in the field, including diagnosing bugs, providing workarounds, and advising on architecture and configuration.
Defined and refined our team’s interview process and conducted hundreds of interviews.
Built our team’s onboarding mentorship program and personally mentored a dozen engineers in the US and the UK.