Kourtney M.

AI Researcher

Austin, Texas, United States9 yrs 7 mos experience

Highly StableAI Enabled

Key Highlights

Expert in Developer Relations with proven impact.
Increased developer engagement through strategic documentation.
Strong leadership in customer support and escalation management.

Stackforce AI infers this person is a SaaS Developer Advocate with strong expertise in customer relations and technical documentation.

Contact

Skills

Core Skills

Developer RelationsProject ManagementCommunicationCustomer Escalation ManagementProblem Solving

Other Skills

PartnershipsLeadershipConfluenceCompassionOpenAPI Specification (OAS)Escalation ResolutionCritical ThinkingZendeskSplunkIssue Resolution ManagementCreative Problem SolvingArtaQuobleJiraArtificial Intelligence (AI)

About

The views and opinions expressed in my LinkedIn posts and profile are my own and not those of any of my current, previous, or future employers.

Experience

9 yrs 7 mos

Total Experience

2 yrs 11 mos

Average Tenure

9 mos

Current Experience

Amazon

Developer Advocate

Jul 2025 – Present · 9 mos · Austin, Texas, United States

Amazon Devices

Developer RelationsProject ManagementPartnershipsCommunicationLeadershipConfluence

Tracelink

Senior Developer Advocate

Nov 2021 – Jan 2025 · 3 yrs 2 mos · Remote

Partner Operations Lead

Developer RelationsCompassionCommunicationLeadershipConfluenceOpenAPI Specification (OAS)

Box

5 roles

Developer Advocate

Promoted

Oct 2020 – Oct 2021 · 1 yr

created and maintained external developer documentation, changelog, blog, and quarterly newsletters
increased developer documentation page views by 190%, users by 119%, and sessions 105% YOY
revitalized developer forum and provided direct developer support ($20 million in ARR MoM)
enforced API standards, patterns, and best practices to engineers via API working group
identified and presented product gaps to relevant product teams
created and presented quarterly team OKRs and fiscal year plans to leadership
Provided documentation, code samples, and GTM support for releases, breaking changes, and EOLs
reviewed and analyzed product changes for impact on the developer ecosystem

CompassionCustomer Escalation ManagementEscalation ResolutionCritical ThinkingZendeskSplunk+6

Technical Support Engineer I

Apr 2020 – Oct 2020 · 6 mos

Served as the team's sole technical expert of Box API's and official integrations
Collaborated with product and engineering stakeholders to report trends and customer feedback
Provided 24/7 on-call assistance for customer escalations
Managed external and internal communications during public site incidents
Presented at BoxWorks conference in 2019 and 2020

Associate Technical Support Engineer

Promoted

May 2019 – Apr 2020 · 11 mos

CompassionArtaQuobleCritical ThinkingZendeskSplunk+6

Sr. Customer Advocate

Sep 2018 – May 2019 · 8 mos

Troubleshooted break/fix customer issues via phone, live chat, and Zendesk tickets
Analyzed internal logs via Quoble, Splunk, and Arta
Indentified product bugs and provided detailed information to engineering via Jira
Assisted teammates as needed, with focus on new hires and aged tickets
Mentored three teammates
Represented product support during product releases

Customer Advocate

Jun 2017 – May 2019 · 1 yr 11 mos

University of missouri

Undergraduate Student Researcher

May 2016 – Jul 2016 · 2 mos

Undergraduate Research in Consumer Networking Technologies
http://reu.cs.missouri.edu

Wofford college

IT Helpdesk

Sep 2015 – Jan 2017 · 1 yr 4 mos

Entered tickets into the system for technicians to address technological issues around campus
Aided students, staff, and faculty with IT issues when possible