• Develop end-to-end functionalities for a code-search, AI, and automation SaaS tool, encompassing database architecture (SQL), business logic implementation (Golang), and consumer APIs (GraphQL/REST) for seamless integration with client UIs (React/JavaScript/CSS)

• Project plan, build and own core product features including enhancing 3rd-party integrations, and completing enterprise-focused full-stack projects to unblock largest customers, including improving security

• Create internal tools and processes critical to a fast-paced start up, as well as focus on engineering solutions that onboarded customers seamlessly, reduce support inquiries, and improve product adoption

• Define comprehensive unit and integration testing and perform troubleshooting, including determining temporary workarounds for bugs uncovered during on-call support rotation

Contribute to a collaborative team design process, including rapid prototyping; bridging the gap between design and development to ensure ideal integration of design concepts into the final product

• Promote understanding for technical/non-technical audiences by improving written clarity across technical specs, GitHub issues, product docs, and release communications as well as record demos of core features

• Managed and resolved new and ambiguous customer challenges by diagnosing and performing root cause analysis of deployment errors (Docker, Kubernetes, Azure, AWS, GCP), integrations, configuration issues, bugs, service/systems failures, authentication, networking, security, and cloud configurations.

• Primary liaison for technical advice and mapping solutions throughout customer lifecycle including assisting with Proof of Concepts pre and post sales and addressing support requests to promote renewals

• Developed technical guidelines, product demonstrations, implemented processes/ internal tools/ training materials and wrote developer-facing documentation to improve the customer support/resolution process, streamline workflows and address user pain points as a founding member of the support team

• Contributed to the improvement of the development process and product quality by actively participating in ongoing code maintenance and troubleshooting issues, and defined recommended deployments and cloud configurations for customers

• Onboarded and mentored newer/junior teammates

• Diagnosed various business problems relating to procedures, costs, department metrics, inefficiencies and safety by building internal tools to analyze operational data

• Developed project plans for improvement projects including a large technology implementation as well as several process optimizations and provide reports on project status and performance

• Led and stabilized a business critical project by anticipating customer and business needs that improved business operations by 20%

• Monitor and improve KPIs including employee retention