Aug 2022 – Apr 2024 · 1 yr 8 mos

• As the manager of integration support engineering, I ensured sustainable + scalable support of Flexport’s 300+ customer, carrier, and partner integrations, and continued to support the network of self-integrated customers via Public APIs.
• Managed a global team of 21, including offshore resources, to provide a 24x7 runtime monitoring and response function alongside a white-glove integration and API support function.
• Planned annual KPIs / OKRs, aligning team priorities with company goals and values, communicating upward progress via WBRs/MBRs.
• Led the effort to merge new integration technology acquired from Convoy, coordinating compliance re-branding of the runtime and certificates, migration, and re-launch of 90+ GKA customers with Flexport as trucking broker.
• Represent integration success in customer QBRs in partnership with Customer Success teams, showcasing insights and highlighting opportunities for Global Key Accounts.
• Identify intersections of product + integration challenging sustainable, scalable integration success, from technical architecture/design to operational workflows.
• Co-launched Internal Support Operations (ISO) to fill gaps between customer requirements + and platform features/capabilities, creating runbooks and other resources to bring this team up to speed quickly.
• SME for internal API tooling including Flexport’s Developer Portal, API Status Page, and API Documentation. Kept documentation updated, accurate, and relevant. Provided (or otherwise approved) all customer-facing broadcasts on full and partial outages.
• As part of the Visibility/4PL team, led a carrier outreach initiative to improve ocean shipment visibility coverage via inbound EDI315 documents from integrated partners.
• Incident Management: I served as Incident Commander for integration and public API-related incidents, identifying and driving action items to resolution, testing new software via Dispatch, and authoring and reviewing COEs.

Nov 2019 – Aug 2022 · 2 yrs 9 mos

• Flexport is the platform that coordinates global logistics from factory to customer door — empowering businesses to ship anywhere, sell everywhere and grow faster.
• As the tech lead manager for the integration support engineering team, I leveraged learnings and insights from my role as lead API support engineer to evolve the integration support program to continue white-glove support of all customer, carrier, and partner integrations at Flexport (Professional Service + self integrated via public API), while also scaling the integration infrastructure up/out as needed to maintain 99.9% runtime availability.
• Support the multitude of personas requiring integration support, ranging from internal origin/destination operations teams, customer success teams, customs brokers, sales executives, account managers, and product and program managers, to external customers, carriers, auditors, and other partners.
• Utilized audit table data to create a standardized set of transactional success metrics for all customer/carrier integrations, providing visibility into performance over time, utilizing offshore data analytics and engineering resources.
• Designed and executed a monthly audit process to analyze success data at the individual customer/carrier level, driving efforts to keep performance at a minimum 95% success.
• Program managed integration performance., ensuring success through 4 major operational transformations to ensure the integration layer performed well agnostic of operational structure between squad model + service line models.
• Engage with customer success teams to showcase integration value in QBRs.
• All other duties listed for lead API support engineer.

May 2019 – Nov 2019 · 6 mos

• Flexport is the platform that coordinates global logistics from factory to customer door — empowering businesses to ship anywhere, sell everywhere and grow faster.
• As the founding member of the Integration Support Engineering team under Professional Services:
• Supported all customer, carrier, and partner integrations at Flexport, regardless of whether the customer self-integrates via Flexport’s public APIs, or a customer integration built by the Professional services team.
• Support the multitude of personas requiring integration support, ranging from internal origin/destination operations teams, customer success teams and account managers, to external customers, carriers, auditors, and other partners.
• Provided frontlines support for the integration platform, runtime, and cloud infrastructure (AWS).
• Designed and executed a robust, standardized transition-to-support process between Solutions Consultants and Engineers for post-sales support, including enhancement of code review checklists for ongoing support needs, post-go live escalation processes and monitoring.
• Created Integration Support internal processes, including a robust Jira Services Desk project with dashboards and custom reporting. Established critical business SLA’s, gathered CSAT, leveraged custom fields and Data Coral pipeline to enable robust reporting via Snowflake / Looker dashboards.
• Provide feedback to platform and public API engineering teams to improve customer experience.
• Created a quarterly feedback mechanism to engage customer satisfaction with integrations built by Flexport's Professional Services team.

Apr 2018 – Apr 2019 · 1 yr · San Francisco, California, United States · On-site

• 500friends, a Merkle Company, is the trusted provider of next-generation loyalty marketing solutions to over 40 of the Internet Retailer 1,000 brands. Merkle Inc. acquired 500friends in 2014.
• As the Senior Manager of Product Support Engineering for Merkle's Loyalty Platform, I ensured sustainable, scalable support by evolving support tooling, creating runbooks, and establishing repeatable patterns to simplify day-to-day support tasks.
• Led stress and load-testing initiatives with customer tech teams, working closely with DevOps.
• Led product testing and customer QA initiatives after major codebase (Ruby on Rails) releases
• Collaborated with pre-sales teams (business systems analysts + solutions engineers) to build increasingly complex Loyalty solutions.
• Created content for and developed an internal training program for new software engineers and customer success managers on the LoyaltyPlus platform.
• Gather requirements from customers to facilitate enterprise-level post-sales support reporting, working closely with BI team.
• All other duties listed for the Product Support Manager role.

Oct 2016 – Apr 2018 · 1 yr 6 mos · San Francisco, California, United States · On-site

• 500friends, a Merkle Company, is the trusted provider of next generation loyalty marketing solutions to over 40 of the Internet Retailer 1,000 brands. Merkle Inc. acquired 500friends in 2014.
• As the manager of product support engineering, I continued to provide post-sales support for complex omnichannel loyalty programs while building/scaling a team of 2.
• Monitored cron jobs and batch feed processes to ensure seamless customer data delivery.
• Facilitated customer data migrations for new customers switching loyalty vendors.
• Design and implement product support process, including SLA definitions
• Created onboarding resources and training materials for new support team members.
• All other duties included in the Lead API Support role.

Dec 2014 – Oct 2016 · 1 yr 10 mos · San Francisco, California, United States · On-site

• 500friends, a Merkle Company, is the trusted provider of next-generation loyalty marketing solutions to over 40 of the Internet Retailer 1,000 brands. Merkle Inc. acquired 500friends in 2014.
• As the lead API support engineer, I provided post-sales support for complex omnichannel loyalty programs, directly interfacing with customers in a hybrid technical account management role.
• Served as the product expert to guide customer integrations of RESTful API's and JavaScript widgets for the SaaS loyalty marketing platform.
• Diagnosed customer issues via db queries and prepping logs, dug into the codebase to track down bugs, and wrote Python and Ruby scripts to automate API calls to update customer data.
• Updated and improved documentation for the SaaS software configurations and API integration.
• Met regularly with external customers to assess new opportunities to expand and enhance their loyalty program.

Nov 2013 – Dec 2014 · 1 yr 1 mo · Emeryville, California, United States · On-site

• The Lyris product portfolio is comprised of both cloud-based and on-premise email and digital marketing software combined with customer-focused services and support and delivered on a powerful integration platform that connects data and marketing workflows across the enterprise.
• Front-line support for all of Lyris's SaaS and On-site Email Marketing Platforms under Lyris (LyrisHQ, ListManager, EmailAdvisor products).
• Wrote solutions for in-house knowledge base.

Feb 2013 – Jan 2014 · 11 mos · On-site

• Xinet is an industry-leading and feature-rich Digital Asset Management platform (DAM) that serves the needs of advertising agencies, corporate marketing teams, and a wide variety of print, video, and interactive (web app) production companies. NorthPlains, a leader in content lifecycle management solutions for marketers, acquired Xinet in 2012.
• As the technical writer for Xinet, I took content creation to the next level by owning the updates and releases of Xinet's user manuals, product release notes, and other technical announcements.
• Created and edited manual content via Adobe FrameMaker.
• Unix man page updates via troff, nroff.
• Leveraging web-based documentation resources for Xinet via Confluence.

Jul 2007 – Feb 2013 · 5 yrs 7 mos · On-site

• Xinet is an industry-leading and feature-rich Digital Asset Management platform (DAM) that serves the needs of advertising agencies, corporate marketing teams, and a wide variety of print, video, and interactive (web app) production companies. NorthPlains, a leader in content lifecycle management solutions for marketers, acquired Xinet in 2012.
• As a Level 3 Support Engineer, I served as a technical liaison between our technology partners (system administrators) and our software engineers.
• Provided the highest-level phone and email support for technology partners and enterprise admins.
• Tested all aspects of Xinet software (QA and QC) before critical software releases.
• Acquired admin-level knowledge and use of Linux, OSX, Solaris, IRIX, and Windows.
• Advised how to customize Xinet software using Unix, APIs, PHP, CSS, and shell scripting.
• Taught monthly 3-day in-person training courses to customers (system administrators).
• Created content for, and also narrated, a series of YouTube training videos for admins.