As a Sr. Developer Support Engineer at Airtable, I specialize in offering advanced technical support and solutions to a diverse range of customer and team challenges. Leveraging my in-depth knowledge of Airtable's functionalities and technical components, including JavaScript, REST APIs, and 3rd Party Integrations. I play a pivotal role in enhancing customer experiences and driving product innovation. My skills in both technical proficiency and cross-functional collaboration have established me as a key contributor to the development and implementation of new strategies and policies at the company.• Providing expert-level support to customers and internal teams, utilizing an advanced understanding of Airtable and its technical foundations.• Resolving complex customer issues creatively and effectively, aligning solutions with company objectives.• Continuously pursuing personal development, including skills in Airtable's new Generative AI feature which integrates the OpenAI GPT-4 LLM.• Directing the application of existing principles and pioneering the development of innovative policies and ideas.• Facilitating cross-functional team collaborations to deliver customer-focused solutions.• Developing and sharing deep product knowledge, becoming a go-to resource across XFN teams and teaching others about the technical aspects of Airtable.• Leading in areas of technical knowledge, demonstrating advanced proficiency in programming languages, tech stack, and industry standards.• Executing strong business judgment and prioritization to address team and cross-functional opportunities.• Partnering with Product, Marketing, and Support leadership in XFN process development.• Communicating high-level technical and product feedback effectively to XFN teams and other company leaders.• Embodying a customer-first approach in prioritizing and addressing customer issues.

Disqus helps publishers increase engagement and build loyal audiences on over 4 million websites including CNET, CBS News, and Wired.• Python, Django, PostgresQL, Redis, Docker, and Git.• Planned and implemented new features for digital publishers and commenters.• Investigated and fixed bugs found in production releases.• Participated in product development sprints and technical design meetings by collaborating closely with product, support, and business teams.

• Planned and implemented a strategic upgrade to Disqus’ support tools which included knowledge base migration, faster realtime chat, response automation, and customer data integration via Intercom.• Developed basic applications to solve operational and customer facing problems; most notably an internal Slack slash command that displays support metrics and a Python tool for manipulating customer tickets. Beginner proficiency in JavaScript, Node.js, RESTful APIs, SQL, HTML, CSS, and GIT version control.• Owned email, chat, and knowledge base support services by managing training, team planning, and ongoing monitoring of performance of quantity (case resolves/day) and quality (QA and CSAT).

• Helped thousands of enterprise and mid-market publishers integrate Disqus into their website while diagnosing and troubleshooting issues using Chrome developer tools, identifying solutions for custom use-cases, and supporting retention.• Worked closely with product, engineering, and sales teams and acted as the primary support contact for internal product questions, technical escalations, and the consistent communication of customer-reported feedback and bugs.• Successfully transitioned hundreds of support customers to self-service support tools by building a helpful online community of product advocates and developing community norms and guidelines.

• Quickly learned Disqus’ features set by exploring how the product interacted with the user provided data via webpage JavaScript and frontend user interface.• Identified and prioritized support insights by transforming user confusion and feedback into actionable product ideas and improvements.• Contributed to support standards and protocols for communicating with customers, reported team, and participated in weekly planning.Community Support Intern (December 2012 - April 2013)• Provided concise, empathetic, and helpful conversation to dozens of customers per day while filling gaps in our self-service knowledge base articles to prevent future misunderstandings.

• Provided support to Kiva donors and users by answering questions about the Kiva mission, product interface, and billing via Salseforce ticket queue and CRM.

• Assisting with communication activities including writing and distributing newsletters and mass mailings to partners and constituents. • Responding to email queries from regional directors, the public, and volunteers nationwide. Updating, editing, and managing website content using basic HTML, FTP, and WordPress. • Reporting on Google Analytics trends for website content and assisting with event planning and marketing activities, including social media outreach.

• Provided WordPress consulting including plugin setting adjustments, social media marketing, content editing, advertising, and Google Apps (Adsense, Analytics, Adwords) management.• Helped double readership and Google Ad revenue by improving site functionality and providing basic HTML/CSS support.

• Painted and maintained drywall, windows, electrical outlets, and furniture in university buildings.• Completed long term preventative maintenance projects.

• Called UCSC alumni, parents of UCSC students and other friends of the campus by telephone to answer questions and provide information about campus events to constituents.• Entered callers’ information into computer databases with speed and accuracy. Secured financial support for academic and co-curricular projects on campus.• Established and maintained positive relationships with constituents by verbally building rapport, explaining university events, and performing proactive community outreach.