Project plan, build and own core product features including enhancing 3rd-party integrations, and completing enterprise-focused full-stack projects to unblock largest customers, including improving security

Create internal tools and processes critical to a fast-paced start up, as well as focus on engineering solutions that onboarded customers seamlessly, reduce support inquiries, and improve product adoption

Define comprehensive unit and integration testing and perform troubleshooting, including determining temporary workarounds for bugs uncovered during on-call support rotation

Promote understanding for technical/non-technical audiences by improving written clarity across technical specs, GitHub issues, product docs, and release communications as well as record demos of core features

Primary liaison for technical advice and mapping solutions throughout customer lifecycle including assisting with Proof of Concepts pre and post sales and addressing support requests to promote renewals

Developed technical guidelines, product demonstrations, implemented processes/ internal tools/ training materials and wrote developer-facing documentation to improve the customer support/resolution process, streamline workflows and address user pain points as a founding member of the support team

Contributed to the improvement of the development process and product quality by actively participating in ongoing code maintenance and troubleshooting issues, and defined recommended deployments and cloud configurations for customers

Onboarded and mentored newer/junior teammates

Developed project plans for improvement projects including a large technology implementation as well as several process optimizations and provide reports on project status and performance

Led and stabilized a business critical project by anticipating customer and business needs that improved business operations by 20%

Monitor and improve KPIs including employee retention