• Help maintain several Ruby/Rails production servers with React-based UI

• Help migrate legacy services to .NET/C# to improve maintainability

• Work with Customer Support on feature request and bug report acceptance criteria

• Implement new features and fix bugs as part of an engineering team

• Participate in sprint planning and backlog grooming to help plan the direct and efforts of the engineering team

I help our customers using a wide range of skills from debugging customers' issues and code individually to implementing tools and integrations that improve the effectiveness of my team as a whole.

• Investigate difficult technical issues by reading logs, going through relevant code paths and speaking to the customer to reach a viable resolution and file a GitHub issue or PR where relevant

• Develop new Zendesk Apps to enable Support workflows and maintain/bugfix existing Apps.

• Create example code that implements Netlify features that can be shared with customers to assist in implementing these features.

• Develop Javascript and Go based Serverless API endpoints and integrations for Zendesk, Discourse and internal Ruby/Rails/MongoDB Backend.

• Implement Go based REST API endpoints for Support tooling integrations

• Implement new features and bugfixes for Go based CLI tools for Support

• Develop bugfixes for our production React-based UI.

I helped resolve difficult technical issues that the Frontline Support team had triaged and helped implement and improve Javascript and Python based internal tools.

• Investigated difficult technical issues by reading logs, going through relevant code paths and speaking to the customer to reach a viable resolution.

• Provided continuing training for Frontline Customer Support for new features or troubleshooting techniques.

• Scoped and completed various projects regarding internal documentation and internal tooling.

• Liaised between Engineering and Support to communicate both side’s concerns and priorities.

• Tested new integrations with third-party services like CRMs and CMSs.

• Handled outages as Outage Lead -- make sure all incident leads are set and communicate engineering findings to Frontline support so that they can provide information to the customers.

• Developed, maintained and bugfixed Python and JavaScript based internal tooling/apps for use by Frontline Customer Support members.

I resolved customer's difficult technical issues using my knowledge of Networking and VoIP protocols and the software and hardware that they run on.