• Served as the sole engineer behind customer support until the formalization of a customer support team in April 2022
• Developed software features and customer support enhancements by studying user data and feedback and patterns of logging of customer workflows
• Debugged production issues within a C# WPF frontend and a TypeScript Node.js backend, accessing databases in a hybrid cloud environment using MongoDB and SQL
• Investigated and resolved 750+ Jira tickets while communicating closely with customers, engineers, product team, and client team
• Collaborated with developers to build out new features based on customer feedback
• Scripted automated solutions to day-to-day support tasks, reducing resource requirements
• Documented features, bugs, frequent customer pain points, virtual machine access protocols on Confluence
• Pulled data and presented conclusions for use by senior leadership in customer communications
• Performed research on production issues and system outages to diagnose reported problems and evaluate severity
• Improved efficiency by recommending changes in Jira ticket standards
• Trained 2 engineers in customer support processes and procedures
• Orchestrated daily standup meetings for the customer support team while following Agile best practices
