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 challenging customer problems in SaaS, developer tools, and infrastructure.
I work well with trust and broad context: debugging issues across APIs, databases, DNS, networking, CI pipelines, and customer environments; digging into code when needed; communicating clearly with customers; and turning repeated difficulties into better product behavior, documentation, and support systems.
I identify the work that needs to be done, shape it, and carry it through. Recent examples include completing an Intercom-to-Plain migration and building a Go administration system that runs as both a CLI and MCP server, redacts PII by default, and requires confirmation before destructive actions.
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
Testimonials
More →
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 in all 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, make investigations easier to repeat, or put guardrails around sensitive work. That includes automation and workflow improvements, MCP-based documentation retrieval, QA and escalation workflows, reporting, and day-to-day administration. The AI-assisted parts focus on PII protection, confirmation before destructive actions, and human review.
Capabilities and Technical Range
Support systems and operational leadership
Support-platform ownership and migrations; routing and taxonomy design; escalation, QA, and incident-communication workflows; operational analysis and cross-functional delivery. Plain Intercom Zendesk HelpScout
Product debugging and developer workflows
Frontend and developer-environment debugging; browser and integration testing; source control and CI/CD. JavaScript TypeScript React Next.js HTML CSS Storybook Chromatic Playwright Cypress GitHub GitLab
Internal tooling, APIs, and data
Internal CLI and MCP server development; workflow automation; API and data work. Go Ruby Ruby on Rails Bash REST APIs GraphQL PostgreSQL MongoDB
Infrastructure, networking, and identity
Cloud infrastructure and containers; Linux systems; networking; observability; identity and access. AWS GCP Kubernetes Docker Serverless Linux DNS Routing TCP/IP VPNs Firewalls OAuth2 OIDC SAML Azure Active Directory
Knowledge systems and safe AI workflows
Documentation strategy and self-service support; safe AI-assisted workflows with PII safeguards, confirmation before destructive actions, and human review.