Andrew Goetz Email & Phone Number

Portland, Oregon, United States

First Support Engineering team member. In charge of building the Support function from the ground up. Tasked with:- Growing and managing the Support team- Working on high severity customer tickets- Creating product bug reports and feature requests- Generating runbooks and knowledge base articles- Rolling out the Zendesk ticketing platform- Everything in.

Portland, Oregon, United States

- Manage multiple managers and teams operating in a 24x7 global support environment focused on advanced product support, infrastructure and cloud operations, and database performance.- Work across departments to ensure product improvements, customer pain points, and internal QOL features are developed and implemented to maximize the quality of our cloud.

Portland, Oregon

- Expand the scope and size of the department while maintaining a high-quality customer experience as well as continuing to develop high-quality engineers- Implement new revenue-generating offerings and higher tiers of support- Overall drive the direction and future planning for support engineering to keep pace with company and customer base growth..

Portland, OR

- Lead a team of global support engineers while also acting as a senior support engineer- Hire, develop, and retain an international team of talented engineers- Developed processes and best practices to scale support to a growing customer base

Portland, Oregon Area

- Provide high-quality database support for a wide range of customers and use cases- Analyze and diagnose product issues or Linux host configurations impacting database performance- Work closely with Engineering teams to root cause bugs and make product improvements

Portland, Oregon

• Provides technical support and acts as an internal technical escalation point for the Python, Ruby, and Node.js agents. Customer interaction ranges from demonstrations of how to best use our product suite to highly.
• Maintains a 100% customer satisfaction rating, never receiving negative customer feedback
• Primary ‘Communication Lead’ for internal and external communications around service interruptions
• Overhauled internal wiki resources and remains one of the top public documentation contributors

Tualatin, Oregon

• Served as the point­-of-­contact for strategic accounts, including Portland’s largest professional contractors. Responsible for the development, growth, and retention of new and existing accounts.Performed a wide range.
• Increased store sales 80% over 3 years
• Store ranked in top 10% of stores for customer service and client satisfaction

Bachelor Of Science (B.S.), Computer Science

Activities and Societies: Peer mentor, Computer Science Community LeaderCum Laude honors

Bachelor Of Science (B.S.), Marketing Management

Activities and Societies: American Marketing Association, Philanthropy Chair and Risk Manager at SAE Fraternity