Senior Support Engineer
Supported the Halp platform through acquisition and its transition into Jira Service Management (JSM) Chat, operating at the intersection of support, engineering, and product to diagnose and resolve complex production issues.
Core Responsibilities
- Owned end-to-end resolution of complex Tier-2 escalations spanning SAML authentication, REST APIs, Jira automations, and multi-system customer environments
- Acted as a bridge between customers and engineering, translating ambiguous issues into reproducible bugs with clear technical analysis and actionable next steps
- Investigated production issues using Splunk, MongoDB, and internal tooling, tracing requests across distributed services to identify root causes
- Reproduced bugs locally by running full Halp environments, debugging the React/GraphQL codebase to isolate failure points
- Partnered directly with engineering during Severity-1/2 incidents, contributing to live triage, customer communication, and service-level debugging
Product & Engineering Partnership
- Participated in 10+ UAT cycles using feature flagging tools (LaunchDarkly, Statsig), stress testing new functionality and influencing production releases through detailed feedback and bug discovery
- Served as subject matter expert (SME) for JSM Chat during post-acquisition transition, working closely with a new engineering team to accelerate understanding and resolution
- Collaborated in real time with engineers on escalations, providing deep context and technical validation to unblock development and clarify root causes
Process & Impact
- Assisted in producing a GROW workflow to identify and remediate outdated or missing knowledge base content, strengthening knowledge-centered support practices
- Established recurring support–engineering huddles to improve escalation clarity and feedback loops
- Reduced time to developer escalation resolution by 25% and improved CSAT on escalated tickets by 11%
- Owned high-priority escalation paths and de-escalated critical customer situations through clear, empathetic communication
Team Enablement
- Created SOPs and led internal sessions to standardize debugging practices for JSM Chat, defining tools, log patterns, and investigation workflows
- Mentored engineers through pairing and swarm debugging, raising team capability in log analysis and escalation handling
- Authored and maintained internal documentation for a rapidly evolving cloud product, becoming a go-to resource for complex investigations