• Shipped customer support features used by 100K+ users, including homepage redesigns, automation funnels, and operational dashboards.

• Redesigned automation-first support homepages, improving issue discovery and self-service adoption and reducing contact rate by 3.47%.

• Built and scaled self-service automation workflows (email-based resolutions, content categorization, and top-article surfacing), increasing automation rate by 1.24 pps.

• Improved platform reliability and debugging by migrating frontend monitoring to structured logging and delivering a unified customer case history view for faster incident investigation.

• Developed and executed CDC test suites validating real-time data replication for a distributed SQL database.

• Integrated Kafka fault-injection scenarios to simulate broker failures and verify system resilience.

• Automated CDC setup and validation workflows using CI pipelines, improving test reliability and reducing manual effort.

• Analyzed 500+ CDC test runs, identifying recurring failure patterns and collaborating with engineers to resolve issues.

• Developed and shipped production full-stack features for a high-traffic customer support platform using Go and React.

• Built backend APIs and frontend components supporting personalized customer support flows.

• Collaborated closely with product and design teams to deliver production-ready features.

• Participated in on-call rotations, diagnosing and resolving production issues to improve system reliability.