I am a customer-facing Technical Support Engineer with 7+ years of experience supporting complex SaaS, cloud, data, cybersecurity, streaming, and enterprise application environments.
I specialize in turning ambiguous customer-impacting problems into structured investigations, reproducible evidence, clear communication, and durable technical solutions. My work sits at the intersection of customers, production systems, Support, Engineering, Product, and Operations.
- Own complex Level 2/3 technical issues and escalations from initial triage through resolution
- Troubleshoot REST APIs, HTTP behavior, authentication, payloads, integrations, configuration, and data flows
- Use SQL, logs, traces, telemetry, and system behavior to isolate root causes and validate fixes
- Support production incidents, high-severity escalations, release validation, and root-cause analysis
- Translate technical findings into calm, actionable updates for customers and internal stakeholders
- Build runbooks, decision trees, knowledge articles, escalation packages, and repeatable support workflows
- Partner with Engineering and Product to distinguish product defects from environmental, deployment, configuration, and data-quality issues
- Identify recurring patterns and turn individual cases into broader reliability and process improvements
| Area | Experience |
|---|---|
| Technical Support | L2/L3 case ownership, incident triage, RCA, escalation management, SLA prioritization, customer communication |
| APIs & Integrations | REST, HTTP/HTTPS, Postman, cURL, JSON, XML, OpenAPI, webhooks, OAuth 2.0, JWT, authentication and authorization |
| Data Investigation | SQL, source-to-target validation, ETL troubleshooting, Redshift, Athena, RDS, Databricks, EMR/Hive, MongoDB |
| Observability | Splunk, Kibana/Elasticsearch, log analysis, event traces, telemetry, alerts, metrics, payload inspection |
| Cloud & Platforms | AWS, Azure, GCP, Linux, Docker, Kubernetes training and labs, cloud and on-premises environments |
| Automation & Development | Python, Bash, PowerShell, JavaScript, Node.js, Git/GitHub, scripting and support workflow automation |
| Support Tooling | Jira, Salesforce, Zendesk, ServiceNow, technical documentation and knowledge management |
- Supported regulated federal, healthcare, cybersecurity, and large-scale consumer application environments
- Resolved 2,000+ production support cases while improving documentation, repeatability, and stakeholder communication
- Supported customer-facing systems across application, service, integration, data, device, and network layers
- Coordinated high-severity investigations across Support, Engineering, Product, Operations, Customer Success, and customer teams
- Created reusable troubleshooting standards and customer-ready technical explanations that improve support quality and handoffs
Most of my production engineering work supports proprietary enterprise systems and cannot be published publicly. The repositories below are selected labs, utilities, learning archives, and technical demonstrations that show how I approach APIs, data, observability, automation, and problem solving.
A dbt-style analytics project using SQL, DuckDB, layered transformations, dimensional modeling, data-quality tests, KPI logic, and production-minded documentation.
A data transformation and import utility designed to prepare customer and company records for a SaaS platform workflow.
A Python REST API demonstration covering CRUD endpoints, SQLAlchemy models, JSON requests, HTTP responses, and relational data behavior.
Hands-on notes and labs covering machine data, Splunk search, fields, reports, dashboards, lookups, scheduled reports, and alerts.
An active archive of JavaScript practice, debugging exercises, weekly learning logs, and support-engineering-focused mini-projects.
- Production support and incident-response workflows
- API and integration troubleshooting
- SQL-driven data investigation and validation
- Logs, observability, alerting, and operational reliability
- Docker and Kubernetes troubleshooting labs
- Python, Bash, PowerShell, and JavaScript automation
- AI-assisted support engineering with human validation and safe operational guardrails
- CU Boulder Master of Science in Computer Science coursework
- AWS Certified Cloud Practitioner
- Salesforce Certified Platform Developer I
- Linux Essentials
- Certified ScrumMaster
- Docker Foundations — in progress
- Master of Science, Computer Science — University of Colorado Boulder, expected 2027
- Full-Stack Web Development — Galvanize
My background is strongest for roles such as:
- Senior Technical Support Engineer
- Technical Support Engineer
- Production Support Engineer
- Application Support Engineer
- Customer-facing Support or Integration Engineer
I bring the most value where technical troubleshooting, production ownership, customer empathy, cross-functional coordination, APIs, data, and operational improvement overlap.