Primary support contact for Doppler customers. Troubleshooting both technical and non-technical customer issues within our ticketing system, community forums, messaging, and social media.

Responsibilities include working with engineering team to reproduce and detail customer bug reports and feature requests, as well as implementation of some basic features or updates.

Worked as a single point of contact for Premium Plus customers of GitHub Enterprise to provide support for GitHub Enterprise Cloud (hosted) and GitHub Enterprise Server (on prem) installations. Analyzed support bundles to evaluate server performance and perform quarterly installation health checks, which included both system performance and API/git usage by enterprises, as well as recommendations on how to improve workflows.

Handled support tickets and escalations for large enterprises to ensure their installations were running smoothly, and coordinated with account teams to help customers grow their usage comfortably. Held regular customer meetings with assigned accounts to ensure we were staying on the same page, and could continue to move forward together.

Coordinated regularly with other engineers on complex issues, as well as account teams to ensure customers were not running into frustrating issues, or that we were getting feature requests created and tracked as needed.

Worked to provide infrastructure level support for EC2 Linux instances, Elasticache, Block Storage and other services, as well as Linux OS troubleshooting for customers in the AWS cloud environment. Frequently assisted less experienced members of the team to expedite research on more complex issues, helping to drive full resolution of issues whenever possible, instead of simply fixing the immediate problem and leaving the underlying cause to recur at a later date.

Was involved in writing internal and public facing knowledge articles, as well as bash scripts to allow team members to more easily spin up environments to duplicate customer issues whenever possible.

Coordinated closely with Technical Account Managers for enterprise customers, to ensure that customer issues were being given proper attention and care. 

Provided support for clients running RHEL/CentOS/Ubuntu servers across multiple platforms, including VMware, bare metal, OpenStack Public Cloud, AWS, and Azure.

Served as an escalation point on my team for colleagues who required additional research for edge case issues that came up or otherwise complicated problems.

Often involved in researching new technologies or tools to make my team more efficient, including the bundling of multiple tools in a docker-based toolset for easier deployment to colleagues, providing a distro agnostic, baseline working environment. 

Began as a support technician, assisting customers with Windows or Linux devices on both bare metal and cloud environments. Served as a resource to colleagues on issues that required heavy research. Often assisted with customers that had previously had negative experiences, to turn those around.

Moved into working on API scripting using the SoftLayer API, eventually moved to a role where this was my primary function, both development of API scripts as well as assisting end users trying to work with our API across multiple languages.

Provided server-level support for Hostgator’s web hosting customers, dealing with problems that affected multiple users on our systems, as well as handling technical support for dedicated server and vps customers. Most recently worked on furthering available documentation for the most recent Linux version of Parallels Plesk Power Panel. 

Handled technical issues for clients in the food service industry, primarily consisting of Linux server administration as part of their point of sale systems. Also helped with testing new versions of our proprietary software and creating documentation for other technicians and sales representatives. 

Provided technical support to small business customers, resolving issues relating to web hosting, email, and ecommerce websites running on the Yahoo! platform. Made recommendations for ways to improve websites and stores, both free and commercial.