Work History

Reverse-chronological, with the context a resume bullet doesn't have room for. The short version lives on the resume PDF; this is the longer story.

Axure Software · Product Support Lead

Austin, TX · Feb 2022 – Mar 2026

Owned Tier II/III technical support for enterprise SaaS customers, the escalations that got past the first line. That meant living in APIs, webhooks, integrations, account configuration, and installation behavior, and diagnosing issues through log review, API response inspection, browser/server behavior analysis, and screen-share troubleshooting.

A lot of the real value was in translation: turning ambiguous customer reports into actionable bug reports and escalation packets (observed vs. expected behavior, customer impact, environment details, reproduction steps, logs), and partnering with Engineering and QA to reproduce edge cases, validate fixes, and communicate resolution timelines. Held 95%+ CSAT across 50+ weekly tickets while authoring the customer-facing KB articles and internal runbooks that reduced repeat contacts on known issues. Also worked with Sales and Customer Success on technical pre-sales questions, integration scoping, and escalation triage for enterprise accounts.

MadCap Software · Technical Support Lead

Austin, TX · Feb 2019 – Feb 2022

Led technical support for enterprise customers across complex installations, publishing workflows, system configurations, and web-based product behavior, including HTML/CSS output configuration and REST API integrations. Built the structured troubleshooting guides, escalation workflows, and repeatable support procedures that improved resolution consistency and cut onboarding ramp time for new support hires.

Mentored new support team members and contributed to training materials, building team-wide depth on common failure patterns and customer environments. Spent a lot of time at the seam between technical and non-technical audiences, explaining integration behavior and environment-specific troubleshooting clearly to whoever was on the other end, and worked cross-functionally to surface recurring product issues and route well-scoped feedback to the right internal teams.

Education & certifications

• Full Stack Web Development Bootcamp · University of Texas at Austin (2017)
• Associate of General Studies · Austin Community College
• Microsoft Azure Fundamentals (AZ-900) · in progress