Dynamic technical support professional with over 10 years of experience in leading technical support, customer service excellence, and product enhancements. Expert in identifying customer needs to drive product improvements, specializing in APIs, databases, and microservices. Adept at leveraging technical skills in Ruby, Go, and cloud infrastructure to optimize customer satisfaction and product performance.
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Technical Skills
Languages & Frameworks: Ruby, Ruby on Rails, Go, JavaScript, Vue.js; PostgreSQL, MongoDB; REST and GraphQL APIs; Bash, shell scripting.
Cloud Infrastructure: GCP, AWS; CDNs, DevOps, CI/CD pipelines, Kubernetes; serverless computing.
Systems Knowledge: iOS, Windows, Mac, and Linux systems; MDM deployments, endpoint management; Parallels, Docker, VMWare; Puppet, Ansible.
Networking and Security: Subnets, routing, DNS, TCP/IP, VPNs, firewalls; Azure Active Directory, OAuth2, OIDC, SAML.
Other Tools: CRMs (Salesforce, HubSpot, Pipedrive); CDPs (Segment, Klaviyo); CDWs (BigQuery, Snowflake, Redshift); Logging & Monitoring (Elastic Stack, Datadog, New Relic); Support platforms (Zendesk, HelpScout, Intercom); SDLC & project management (Jira, GitHub, GitLab, Linear); Automation platforms (Zapier, N8N, Pipedream, Retool).
Key Competencies
Enterprise Technical Expertise: Demonstrated expert knowledge of complex technical systems, a reliable go-to expert for both customers and internal teams. Capable of diving into code, monitoring dashboards, and querying databases to find and implement solutions.
Incident Management: Experience in managing and resolving technical incidents, with a focus on minimizing impact on customer experience.
Root Cause Analysis: Expert in diagnosing and solving complex technical issues, with a focus on engineering long-term solutions.
Customer-Centric: Enhanced customer experiences through empathetic support and actionable solutions.
Collaborative: Experienced in working closely with cross-functional teams to drive product improvements and resolve technical challenges
Continuous Learner: Committed to personal and professional growth, continuously seeking to improve technical skills and product knowledge.
Technical Writing & Documentation: Skilled in creating and improving technical documentation, policies, and processes to enhance team efficiency and product reliability.