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Career

Lead Application Support Engineer & Support Operations Specialist.

9+ years across B2B SaaS, restaurant tech, automotive SaaS and DevSecOps: incident management, escalations, API troubleshooting and support operations.

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9+

Years in support

50+

Enterprise accounts supported

33

Support org built at Tekion

Experience

  1. Jun 2026 — Present

    Cloud services company · Lead Application Support Engineer

    • Application Support
    • Incident Management
    • API Troubleshooting
    • Escalations

  2. Apr 2024 — May 2026

    Novatab Inc · Application Support Manager

    • Restaurant Tech
    • POS
    • Payments
    • Integrations
    • P1/P2 Ownership
    • Support Leadership
    • 50+ enterprise clients
    • Mentored 10+ engineers

  3. Nov 2023 — Apr 2024

    AutoRABIT · Lead Application Support Engineer

    • DevSecOps
    • CI/CD
    • API Troubleshooting
    • Enterprise Escalations
    • Customer API walkthroughs & onboarding

  4. Jan 2020 — Sep 2023

    Tekion · Application Support Engineer → Lead → Manager

    • Automotive SaaS
    • DMS
    • CRM
    • Payments
    • RCA
    • Release Readiness

  5. Mar 2018 — Jan 2020

    Telligent Support LLP · Lead Consultant — Customer Operations

    • Customer Operations
    • Team Leadership
    • Wait times down ~50%
    • CSAT +17%

  6. Jul 2017 — Feb 2018

    Concentrix · Customer Service Associate

    • Frontline Support
    • 4.8/5 customer satisfaction

Skills & tools

Support Tools

  • Zendesk
  • Freshdesk
  • Salesforce Service Cloud
  • Jira Service Management

Technical

  • Postman
  • REST APIs
  • API Logs
  • Webhook Debugging
  • System Logs
  • Payment / POS Integrations

Leadership

  • Incident Management
  • RCA
  • Escalation Management
  • Release Readiness
  • Hypercare
  • Team Mentoring

AI & Documentation

  • Claude
  • ChatGPT
  • Gemini
  • AI-assisted Documentation
  • SOPs
  • Technical Writing

Selected outcomes from my professional roles

Reducing P1 incidents

Enterprise customers faced repeated high-severity incidents after releases.

Structured RCA, release readiness checks, UAT coordination, hypercare workflows and ticket trend analysis.

P1 incidents down by up to 30%; repeat high-severity incidents down around 25% year over year.

Faster API issue resolution

API, payment, configuration and integration issues were slow to reproduce and hard to explain to Engineering.

Postman, API logs, structured reproduction steps and better Jira ticket writing.

Resolution time improved by around 25%; client-side failures down around 20%.

Support-to-product feedback loop

Repeated tickets were solved one by one while recurring product gaps stayed invisible.

Ticket trend analysis, clustering recurring issues, better backlog inputs and QBR-ready insights.

Ticket volume reduced 25–30% by turning patterns into product fixes.

Hiring for a team? I also work with companies as a consultant. See services.