- Built a Go CLI admin tool that Support and Solutions Engineers use for account, project, user, build, subscription, SAML, auth, MCP, PII-redaction, and safety workflows.
- Authored 199 merged PRs across product fixes, public docs, internal tooling, cloud infrastructure, support automation, and migration work to date.
- Created support automation for triage, reproduction, escalation, QA, reporting, Linear tracking, and support-doc workflows so repeated investigations do not start from scratch.
- Proposed and led the move from Intercom to Plain after seeing that the enterprise customer base needed better omnichannel support, especially for Slack-based workflows.
- Built repo-backed support snippet tooling with Plain sync and a Slack
/macrocommand, giving the team a version-controlled source of truth for reusable replies. - Diagnosed complex customer issues across TurboSnap, monorepos, Storybook extraction, resource loading, auth/account conflicts, build limits, and CI behavior, turning the findings into reusable docs, macros, and product tickets.
Current Role
Senior Support Engineer
2024–