Turning operational
data into strategic clarity

Led a team of support engineers for an enterprise observability cloud platform — managing the case queue and backlog, running weekly stuck-case huddles and handling customer escalations. Spent significant time on the people side: mentoring and coaching engineers, onboarding new hires, identifying skill gaps and pushing KCS adoption across the team's workflow. On the process side, drove tooling and workflow improvements, contributed to support standards and SOPs, ran UAT during system upgrades and partnered with product teams to prepare support for new releases. Collaborated directly with sustaining engineering to drive bug fixes and escalations to resolution. Built a data-driven support intelligence practice analyzing thousands of real-world cases — quantifying escalation patterns, surfacing enablement gaps, mapping engineering bottlenecks by team and identifying professional services work being absorbed by support. Delivered all analysis without CRM API access, working from manual exports and report-level tooling.

Stayed on through a major acquisition and helped shape what observability support looked like as the product evolved from a startup monitoring tool into a full enterprise platform. Went from knowing every customer by name to supporting a rapidly growing base across infrastructure monitoring, APM, dashboards, detectors, alerting and log management. Troubleshot complex issues involving metrics ingestion pipelines, auto-instrumentation across .NET, Node.js and Python, and multi-cloud environments. Worked closely with engineering on product defect escalations and contributed to internal documentation and knowledge base content as the product evolved quickly.

Joined a venture-backed startup building a real-time monitoring platform for modern infrastructure — high-frequency metrics ingestion, streaming analytics, dashboards and alerts. Supported customers running complex environments across AWS, Docker, Kubernetes and Kafka, often working directly alongside the engineers who built the product. Small team, fast iterations and the kind of role where the troubleshooting playbook gets written on the fly. Helped onboard early enterprise customers and build foundational support processes that carried forward through two acquisitions.

Level 2 support for an enterprise-scale NAS platform. Resolved job engine failures, data corruption, data loss and performance issues. Filed escalations to software and hardware engineering as needed and provided mentorship to Level 1 engineers across multiple groups.

NAS storage support on a proprietary FreeBSD-based platform. Troubleshot job engine errors, performance issues, authentication problems and multi-protocol system configurations. First exposure to enterprise-scale support operations and the cadence of working through complex, multi-day investigations.

Where it started. Customer service for 700+ clients — Active Directory, third-party application support, escalation coordination and backup system verification across hundreds of small businesses. 18+ calls and 15+ tickets a day. Built the habit of documenting everything and diagnosing accurately and quickly.