I’ve been impressed with his ability to operate at multiple levels: he’s been instrumental in forming process, tooling and handling the day-to-day interactions.
Senior support engineer with 10+ years of experience solving complex customer problems in SaaS, developer tools, and infrastructure.
I work across support, engineering, and product: debugging issues in APIs, databases, DNS, networking, CI pipelines, and customer environments; diving into code when needed; communicating clearly with customers; and turning recurring pain into better product behavior, documentation, and support systems.
I also build internal tooling when it removes repeat work, improves support quality, or helps teams scale.
Latest
Earlier
MagicBell, Inc.
Founding Support Engineer
2022
DNSimple Corp.
Technical Support Specialist
2020–2022
GitLab, Inc.
Support Engineer
2018–2020
SurveyGizmo
Technical Support Team Lead
2017–2018
Customer.io
Technical Support Specialist
2016
Groupon, Inc.
Onboarding Specialist, Travel
2013–2016
Customer Support Specialist, Travel
2012–2013
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He makes it a point to contribute to any and all discussions that drive our department forward, ensures that any ticket he touches receives expert service, and is always looking to expand his knowledge and that of his team.
With users, he’s excellent at finding existing issues, reproducing them, or resolving them by diving into the code or going straight to an MR.
Areas of Depth
Customer debugging and escalation I’ve spent most of my career handling technical issues across hosted and self-managed environments through email, chat, phone, and video. I start by reproducing the problem and isolating the failure point, whether the issue lives in product behavior, customer configuration, infrastructure, or process. The work ranges from implementation problems and API behavior to networking, configuration, and incident response.
Product feedback and cross-functional work I work closely with engineering and product to turn recurring tickets into fixes and better support workflows. That’s been part of my job across roles. One public example is this GitLab merge request, which came out of a customer issue pattern.
Documentation and self-serve support I’ve written and improved technical documentation, troubleshooting guides, and internal support systems to cut repeat questions and help customers solve more on their own.
Support tooling and operational leverage I build internal tools when they save the team time or make investigations easier. That includes automation and workflow improvements, docs search, QA workflows, reporting, escalation support, and admin tools. Recent examples include an MCP server for agentic documentation search inside a broader support skills framework, an admin CLI for support investigations and day-to-day admin work, and a skills framework for triage, reproduction, escalation, QA, and reporting.
Technical Range
Frontend and developer workflow: JavaScript, TypeScript, React, Vue, Next.js, HTML, CSS, Storybook, Chromatic, Playwright, Cypress, GitHub, GitLab, and Bitbucket.
Languages, APIs, and data: Ruby, Ruby on Rails, Go, Bash, REST APIs, GraphQL, PostgreSQL, and MongoDB.
Infrastructure, systems, and support operations: AWS, GCP, CI/CD, Kubernetes, Docker, serverless systems, macOS, Linux, Windows, DNS, routing, TCP/IP, VPNs, firewalls, OAuth2, OIDC, SAML, Azure Active Directory, logs and monitoring, Zendesk, HelpScout, Intercom, Jira, Linear, Zapier, N8N, Pipedream, and Retool.
AI and internal tooling: Claude Code, Cursor, Codex, MCP server development, agent workflows, and support tooling for triage, QA, escalation, reporting, and internal administration.