I guided technical direction for an org of thirty something and a 100k+ device fleet. Our patchwork Device Management product was temperamental, written by engineers six years prior for an order of magnitude fewer devices. I kept the platform afloat while tech leading the client software team.

* Tech led the client software team, managing 10 programs across MacOS and Windows, principally a Rust agent

* Solved multi-month incident pattern others gave up on: blocking API calls at 2k req/s. Saved $10k+/mo in EC2

* Drove reorg from vertical product teams to horizontal platform ones, reducing ticket ping-pong and enabling ownership

* Brought fleetwide agent uptime from 90% to 99% on MacOS and under 50% to 96% on Windows

* Shipped new orchestrator for our agent to replace fundamentally broken sqlite-based system

* Cut weekly client incidents to bimonthly through systematic process: phased rollouts, CI smoke tests, metrics gates

Stepped into management after we failed to retain EMs for a couple of years. Built foundational processes: SDLC, on-call rotations, postmortems, onboarding. I also managed the same team I founded, delivering our first product launch. Established the EM role so others could succeed in it.

* Managed on-prem client relationship through contract resign (double-digit % revenue), delivered on technical requirements while holding them accountable

* Led process creation: SDLC, next generation per-team oncall, postmortems, and engineering onboarding process

* Managed team shipping years-long GSLB project eliminating regional boundaries; enabled automatic global failover

* Cut pgreplica deploy times from 5 hours to 1.5 hours. pgreplica is ngrok's critical event bus

Employee #9 at a company with no EMs, no PMs, no sales team, just 8 engineers who happened to work at the same company coasting on accidental PMF. I interviewed our first wave of leadership: CTO, director of engineering, and all engineering managers. Led the Cloud Edge platform that enabled our first product launch and first major raise. Helped transform some lone wolves into 4 teams that mostly got along, while building foundational platform features.

* Transformed ngrok tunnels from immutable to dynamically controlled via continuous endpoint config re-resolution

* Built ill-advised Redis module during hackathon to rewrite business critical Lua into Rust; ran in prod for over 3 years

* Brought ngrok tunnels from only basic auth to federated identity: OAuth (4 providers), later SAML/OIDC

* Created custom Redis Sentinel K8s integration to make it deployable after successfully ignoring the problem for years

* Hackathon: production K8s per PR in CI requiring e2e test pass, replacing our 'find out in prod' merge strategy

* Tcpdumped WAL replication to debug wal2json hiding TOASTed values in custom event bus, mentoring new on-calls through it

* Debugged intermittent query planner failures on billion-row table causing day-long queries; fixed via vacuum and RDS tuning

* Solo migrated largest customer's (double-digit % revenue) 2 year-old distribution through massive platform changes