•Served as the sole engineer behind customer support until the formalization of a customer support team in April 2022
•Developed software features and customer support enhancements by studying user data and feedback and patterns of logging of customer workflows
•Debugged production issues within a C# WPF frontend and a TypeScript Node.js backend, accessing databases in a hybrid cloud environment using MongoDB and SQL
•Investigated and resolved 750+ Jira tickets while communicating closely with customers, engineers, product team, and client team
•Collaborated with developers to build out new features based on customer feedback
•Scripted automated solutions to day-to-day support tasks, reducing resource requirements
•Documented features, bugs, frequent customer pain points, virtual machine access protocols on Confluence
•Pulled data and presented conclusions for use by senior leadership in customer communications
•Performed research on production issues and system outages to diagnose reported problems and evaluate severity
•Improved efficiency by recommending changes in Jira ticket standards
•Trained 2 engineers in customer support processes and procedures
•Orchestrated daily standup meetings for the customer support team while following Agile best practices
