- Optimized Customer Satisfaction: Achieved a 93% first-contact resolution rate for complex DNS and networking issues through expert troubleshooting and log analysis.
- Steered Product Improvements: Closely collaborated with Customer Success, Sales, and Engineering teams to address user concerns, directly enhancing product performance and customer experience.
- Increased Technical Stability: Orchestrated the implementation of comprehensive QA and escalation processes, collaborating closely with Engineering to identify and rectify technical issues.
Tailscale, Inc.
Support Engineer
2023–24