# Rowan Walker

> Support Engineer | CI/CD and DevOps Systems | Enterprise Customer and Escalation Specialist

Location: San Francisco Bay Area, United States
Profile: https://flows.cv/rowanwalker

I am a customer focused technical professional with experience supporting complex CI CD systems and developer environments.

Most recently at CircleCI, I resolved high-impact pipeline failures involving Docker, Kubernetes, authentication systems, self-hosted runners, caching strategies, and build performance optimization. I managed high-severity escalations that required structured troubleshooting, cross-functional collaboration with engineering, and clear communication with enterprise stakeholders.

My work goes beyond reactive issue resolution. I identify recurring failure patterns, improve documentation, strengthen workflows, and reduce long-term operational risk.

Earlier in my career, I led customer-facing initiatives across support and account environments, building strong stakeholder management and operational leadership skills.

I am particularly interested in roles that combine technical depth with strategic customer partnership, including Technical Account Management, Customer Success Engineering, and Solutions Engineering.

## Work Experience
### Support Engineer @ CircleCI
Jan 2025 – Present | San Francisco Bay Area
• Resolved complex CI CD pipeline failures involving Docker, Kubernetes, authentication systems, self-hosted runners, caching strategies, and build performance optimization
• Managed high-severity enterprise escalations, partnering directly with engineering to diagnose root causes and implement durable fixes
• Analyzed logs, infrastructure configurations, and deployment workflows to identify systemic failure patterns and reduce repeat incidents
• Improved documentation and internal processes to strengthen customer self-service and accelerate resolution time
• Partnered with enterprise development teams to improve pipeline reliability and deployment performance

### UX Designer @ Freelance (Self employed)
Jan 2024 – Jan 2025 | San Francisco, CA
• Designed user experience flows and interactive prototypes for web and mobile applications
• Conducted user research and usability testing to inform product improvements
• Applied structured design thinking methodology to improve clarity and usability

### Project Manager @ Meta
Jan 2023 – Jan 2024 | Menlo Park, CA
• Led development of an internal AI-driven support platform to streamline case resolution workflows
• Gathered customer and stakeholder feedback to improve usability and internal adoption
• Coordinated cross-functional engineering and operations teams to deliver tooling improvements

### Developer Support Lead @ Meta
Jan 2022 – Jan 2023 | Menlo Park, CA
• Led support operations impacting 3000 plus internal developers across mobile CI systems
• Coordinated high-severity incident response across engineering and operations teams
• Built structured onboarding documentation to reduce ramp time for new hires
• Reduced recurring escalations through disciplined root cause analysis and cross-team alignment

### Product Support Engineer @ Aetheros
Jan 2021 – Jan 2022 | San Francisco, CA
• Provided technical support for IoT-enabled smart metering systems across commercial deployments
• Diagnosed hardware and software integration issues in collaboration with engineering teams
• Improved troubleshooting documentation and escalation workflows to reduce repeat incidents

### Quality Assurance Engineer @ Avast
Jan 2015 – Jan 2021 | Emeryville, California
• Executed mobile and desktop platform test strategies to ensure product stability and performance
• Implemented ticket prioritization framework, improving triage accuracy and resolution timelines
• Partnered with cross-functional teams to translate user feedback and QA data into actionable improvements
• Identified and documented usability and regression issues early in the development lifecycle

### Customer Support Specialist @ Location Labs by Avast
Jan 2011 – Jan 2015 | Emeryville, California
• Delivered advanced technical support for enterprise clients, resolving complex escalations
• Authored troubleshooting guides and knowledge base content to improve first call resolution
• Partnered with product teams to relay customer insights and improve platform stability

### Internal Support Technician @ Genentech
Jan 2009 – Jan 2011 | South San Francisco, California
• Supported department-wide mobile device rollouts and internal IT systems
• Served as primary escalation contact for complex device and platform transitions
• Improved inventory and device tracking processes

### Mobile Account Manager @ Google
Jan 2007 – Jan 2009 | Mountain View, California
• Managed wireless account operations for enterprise clients, improving onboarding and maintenance workflows
• Led large-scale device migration projects across multiple offices
• Reduced administrative overhead through centralized account management processes

### Experience Center Manager @ Nokia
Jan 2006 – Jan 2007 | San Francisco, CA
• Managed enterprise demo center operations supporting multi-million dollar client engagements
• Delivered technical product demonstrations and coordinated cross-functional support
• Built demo environments to showcase telecom and network solutions


## Education
### UX/UI Design
University of California, Berkeley

### Bachelor of Science in PSYCHOLOGY
Saint Mary's University

### UX/UI Design Certificate
UC Berkeley Extension


## Contact & Social
- LinkedIn: https://linkedin.com/in/rowanwalker
- Portfolio: https://uxfol.io/rowantomaswalker
- GitHub: https://github.com/rowanwalker81

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Source: https://flows.cv/rowanwalker
JSON Resume: https://flows.cv/rowanwalker/resume.json
Last updated: 2026-04-13