Experience

I joined support on June 23, 2025 and later moved into TSE II, taking premium on-call shifts while building systems meant to outlive any one queue.

• Built an investigation tracker and Known Issue Patterns, then put both behind CursorOps MCP so the next ticket could start from the last diagnosis.
• Shipped the Support Triaging plugin with shared skills, subagents, hard-won rules, and one-click Okta; kept its billing guidance current as the underlying tables changed.
• Built structured invoice refund and credit tooling, then used queue analysis to separate renewal noise from product gaps and turn the largest human-only categories into product work.
• Wrote Access and Enterprise L1 training and Compass modules from real tickets, using the same agent and MCP stack as the queue.
• Worked across SSO and SCIM, custom models, audit-log streaming, cloud agents, and remote SSH; wrote playbooks, started fixes, and standardized Linear tickets and expiring usage-limit policies.

A faster room and a sharper bar. I kept stretching the support craft and had the chance to put work back into the product, not just around it.

• The product was the curriculum. Billing, AI, usage, builds, Postgres, Next.js — I learned them from the tickets, then sat in launch reviews so the next version didn't recreate the same queue.
• I wrote the unglamorous internal tools that shaved minutes off a shift, the kind you only bother with after you've felt the drag yourself.
• When the same wall showed up enough times I stopped documenting around it and changed the thing: a doc, a setting, sometimes the product.

CircleCI was the launching pad. I found mentors who took the work seriously and learned how to support engineers who were using the product to ship. The progression from technical support engineer to lead is the story.

• The useful reply was rarely a paragraph. It was a working config, a failing test made green, a service that proved the pipeline actually ran.
• Server and Enterprise were the deep end. I wrote the public docs and then the course so the rest of the team could swim there without waiting on me.
• As lead the job flipped. KPIs, stretch goals, 1:1s, and a path from what customers said into what product built. Mentoring people who'd been me two years earlier.

Perforce is where I learned the job. Version control, long tickets, and sitting with someone else’s production problem until it made sense. It was the first time “support engineer” felt like a craft, not a title.

• JRebel was the whole beat: a Java plugin, a developer stuck in Eclipse or IntelliJ, and a log file that only made sense if you reproduced it yourself.
• Salesforce held the ticket, Jira held the bug, and the good days were a screenshare where we found it together instead of bouncing a thread overnight.

ThingWorx mashups, connected machines, and a lot of standing next to the person who had to use what I built.

• I built a fleet dashboard for machines scattered around the world: stand one up, watch it on the floor, see the whole fleet without flipping tools.
• One manufacturer wanted the numbers to feel like a game, so I made a scoreboard across plants. Fantasy-baseball energy, real production data, because competition made people actually look.
• Sales needed a thing they could point at, so I packed a laser etcher, a local server, a VM, and AR onto one laptop and took it to tradeshows.