Support & Technical Skills

This is the heart of it: 7+ years turning ambiguous, high-stakes customer problems into reproducible bug reports, clean escalations, and durable documentation. The languages and frameworks pages cover how things get built; this page covers the work that actually fills most of Dylan's days.

Troubleshooting technical issues

Root-cause analysis is the through-line of every role. In practice that means:

• Log analysis and API-response inspection: reading server and client logs, checking HTTP status codes and payloads, and following a failing request across the client/server boundary until the actual cause (not just the symptom) is clear.
• Structured reproduction: turning "it doesn't work" into exact, repeatable steps with observed vs. expected behavior, environment details, and supporting evidence.
• Tier II/III escalations: the issues that got past the first line: edge-case bugs, integration failures, authentication and webhook problems, environment-specific behavior.
• Browser DevTools, remote sessions, and screen-shares: debugging live in the customer's environment when logs alone don't tell the story.

Across enterprise SaaS support this held a 95%+ CSAT at 50+ tickets a week, with a deliberate focus on reducing repeat contacts: fixing the class of problem, not just the instance.

Documentation writing

Good support scales through writing. Dylan has owned:

• Customer-facing knowledge base articles for recurring failure patterns, the kind that measurably cut inbound volume for known issues.
• Internal runbooks and troubleshooting guides that make resolutions repeatable and shorten new-hire ramp time.
• Escalation packets and bug reports written for Engineering: observed behavior, expected behavior, customer impact, environment, repro steps, and logs, all in one place.

This site's own DylanDocs is an extension of that instinct: documentation as a first-class product surface, in Markdown, with real structure and search.

Implementation

Getting customers live, not just unblocked: supporting enterprise implementations across REST API integrations, webhooks, account and system configuration, and HTML/CSS-based publishing workflows, and translating between what a customer wants and what the product actually does. See Frameworks and Tooling for the specifics.

Product demonstrations

Explaining technical products to both developer and non-technical audiences: walking customers through configuration and integration over screen-share, fielding technical pre-sales and integration-scoping questions alongside Sales and Customer Success, and generally being the person who can make a complex product make sense out loud.

AI integrations

The newest and fastest-growing part of the toolkit, and the reason this platform exists. Dylan has built LLM-assisted support tooling hands-on: RAG-style knowledge base search, automatic ticket triage and categorization, and LLM-generated reply suggestions, wired to the Claude API in production (a local Ollama model in development) with a graceful deterministic fallback. It's support-domain AI built by someone who actually knows the support domain. Full write-up in This Platform.

Support ticketing systems

Years of daily driving Zendesk, Jira, and Salesforce (triage, severity, escalation workflows, SLA-minded communication), plus, now, having built one: DylanSupport (this site's agent desk) implements auto-classification, expertise-based assignment, a full ticket lifecycle, and live agent takeover. Knowing ticketing systems from both sides, as a power user and as a builder, is an uncommon combination.