Experience

Support Engineering Manager

Salsify — Oct 2022 – Present
San Francisco Bay Area | Remote

  • Led transformative initiatives improving operational efficiency and customer experience.
  • Developed KPI dashboards to track key support metrics and performance.
  • Built an AI-powered sentiment analysis model for faster triage and emotional signal detection.
  • Collaborated cross-functionally to identify automation opportunities, reducing ticket volume by 20%.
  • Launched Knowledge-Centered Support (KCS) program, achieving 100% case-link compliance.

Entrepreneur

theCoderSchool Fremont — Jan 2017 – Jan 2023
Fremont, CA

  • Directed operational growth, student engagement, and innovation at the coding school.
  • Leveraged operational data to optimize staffing, scheduling, and retention.
  • Developed reporting processes for tracking student progress and business KPIs.
  • Designed and taught AI-focused curricula introducing TensorFlow and computer vision concepts.

Tech Support Lead, SaaS Solutions

LinkedIn — Oct 2014 – Dec 2016
Sunnyvale, CA

  • Analyzed ticket data to identify recurring issues, reducing backlog by 25%.
  • Created reports on ticket trends and user sentiment to enhance service quality.
  • Partnered with product teams to prioritize fixes based on support insights.
  • Supported pilot launches by gathering UX feedback for continuous improvements.

Technical Support Manager

Lucidworks — May 2013 – Sep 2014
San Francisco Bay Area

  • Managed Level 2 and 3 technical support teams for enterprise search platform.
  • Integrated Zendesk, Jira, and Salesforce to improve data flow and response speed.
  • Collaborated with Engineering to resolve escalations and improve customer satisfaction.
  • Introduced tiered support and best practices aligned with customer retention goals.

Sr Support Engineer

SnapLogic — Dec 2011 – May 2013
San Mateo, CA

  • Provided technical support during presales and managed escalations.
  • Collaborated with engineering to troubleshoot critical customer issues.
  • Supported global customers with complex integration and data flow challenges.