Sep 2025 – Present · 8 mos

Apr 2025 – Sep 2025 · 5 mos

• Team Coach with a focus on performance, coaching, and delivery excellence. I work closely with engineers to unblock challenges, strengthen technical and soft skills, and drive a culture of collaboration, accountability, and continuous improvement.
• I partner with leadership to align goals, streamline workflows, and enhance support quality across customer-facing functions. With hands-on experience in JSM Cloud and complex escalations, I bridge people, process, and product to improve outcomes and team effectiveness.

Oct 2023 – Sep 2025 · 1 yr 11 mos

• Experience leading complex issue resolution and contributing to product improvement initiatives. I’ve played a key role in multiple UAT cycles, pilot programs, and feature rollouts—helping validate functionality, gather feedback, and enhance customer experience.
• I handle high-impact escalations, collaborate with engineering and product teams, and drive process improvements through automation, knowledge sharing, and proactive problem-solving. My work spans REST APIs, workflow configuration, integrations, incident management, and large-scale customer environments.
• With a focus on product reliability and customer success, I also mentor peers, support cross-functional projects, and help shape best practices across support operations.

Apr 2022 – Oct 2023 · 1 yr 6 mos

• Driving resolution of complex technical issues while contributing to product readiness and operational excellence. I’ve led and supported multiple UAT cycles, pilots, and customer-facing initiatives to validate new features, improve stability, and influence product direction.
• Experienced in troubleshooting large-scale cloud environments, collaborating with engineering, product, and support leadership to manage escalations and implement long-term fixes. I actively contribute to projects focused on automation, process optimization, and knowledge improvements, helping improve customer experience and internal efficiency.
• Skilled in REST APIs, workflow configuration, integrations, data migration, and incident management, with a track record of handling high-priority cases, mentoring peers, and supporting rollout of new capabilities.

Apr 2021 – Apr 2022 · 1 yr

Mar 2020 – Apr 2021 · 1 yr 1 mo

• Cloud Support Engineer specializing in Atlassian’s Jira Service Management (JSM) Cloud, resolving complex customer issues across configuration, integrations, automation, and performance. Experienced in troubleshooting SaaS environments, collaborating with engineering and product teams, and delivering high-quality support with a focus on uptime, security, and customer success. Skilled in REST APIs, incident management, and guiding admins through best practices to optimize their cloud implementations.