Established a strong support experience for a rapidly growing customer base while maintaining 99% CSAT
Proactively identify shortcomings in product and work with engineering team to resolve
Produce bug fixes to alleviate engineering technical debt
Provide architectural recommendations and solutions to customers for production infrastructure
Work closely with operations and engineering teams through customer upgrades and incidents to full resolution and RCA
Developed and executed training procedures to actively train over 10 team members
Build modern tools to measure support performance and improve customer success
Establish documentation and runbooks to establish mind-share throughout organization
Technologies and Skills
Programming: Python, Bash, Typescript, Ansible, MySQL, MongoDB, Node.js
Infrastructure: OpenStack, Kubernetes, Fission Serverless
Networking: OpenVSwitch, Linux Networking Stack
Virtualization & Storage: KVM, VMWare, Docker, Solidfire, LVM, NetApp