• Rebuilt an internal support and self-help web application for engineers in Ember

• Wrote a documentation-conversion CLI tool to convert Confluence pages into MarkDown

• Developed front-end features and functionality for a documentation aggregator and viewer application that serves over 3000 engineers

• Implemented backend endpoints using Flask and stream-listening jobs in Samza to consume Git repo updates for documentation files and save them to our DB

• Led collaborations with machine learning teams to develop and integrate AI-assisted search functionality

• Led efficiency gains through web crawling and file parsing with self-taught

Python and Selenium, leading to a 48% increase in market reach

• Drove reduction in time-to-close of open support requests from 5.04 days to

2.04 days

• Generated SQL-powered reports of internal data and external market research

to guide engineers in new product design

• Advised enterprise customers, providing high-level product support and acting

as the first line of defense for 500+ employee accounts

• Maintained a 73% retention rate despite a customer-adverse environment of

company-wide pivots and layoffs

• Developed a reputation for product knowledge, leading multiple team-specific

trainings and customer webinars