Jeremy J. Reyes

Jeremy J. Reyes Email and Phone Number

Senior Specialist, Resiliency Incident Response @ Shopify
California, United States
Jeremy J. Reyes's Location
San Francisco Bay Area, United States, United States
Jeremy J. Reyes's Contact Details
About Jeremy J. Reyes

Experienced Incident Manager with over a decade of expertise in incident management and technical support engineering. At Zendesk, I helped build a global incident response program, managed critical problems and escalations, and improved operational processes to drive efficiency and customer satisfaction. With ITIL certification and a background in computer engineering, I thrive in fast-paced SaaS environments, solving complex challenges and delivering reliable, customer-focused outcomes.

Jeremy J. Reyes's Current Company Details
Shopify

Shopify

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Senior Specialist, Resiliency Incident Response
California, United States
Website:
shopify.com
Employees:
24475
Jeremy J. Reyes Work Experience Details
  • Shopify
    Senior Specialist, Resiliency Incident Response
    Shopify
    California, United States
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  • Zendesk
    Zendesk
    California, United States
    View
  • Zendesk
    Principal Incident Response Manager
    Zendesk Mar 2022 - Nov 2024
    San Francisco, California, Us
    • Led communication efforts for high-priority incidents, coordinating updates with leadership, engineering, and customers, ensuring rapid resolution and minimal disruption.• Directed comprehensive incident communication strategies, adapting plans based on the scope and impact of incidents to ensure clear, timely updates and aligned response efforts across teams.
    View
  • Zendesk
    Senior Incidents And Escalations Manager
    Zendesk Jul 2018 - Mar 2022
    San Francisco, California, Us
    • Led customer communication efforts for security incidents, fostering cross-functional collaboration with legal, security, and engineering teams to ensure compliance and facilitate timely resolutions.• Authored public-facing post-mortem reports featuring in-depth root cause analyses and remediation strategies.
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  • Zendesk
    Incidents And Escalations Manager
    Zendesk Nov 2016 - Jun 2018
    San Francisco, California, Us
    • Developed a global advocacy incident response program at Zendesk, creating scalable processes and tools for rapid incident resolution.• Trained and mentored a team of six advocacy incident leads, implementing tailored coaching strategies to improve efficiency and reduce response times.
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  • Zendesk
    Customer Advocate, Tier 2 Support Team Lead
    Zendesk Feb 2016 - Nov 2016
    San Francisco, California, Us
    Lead a team of tier 2 customer advocates by empowering them through learning and coaching opportunities to ensure their own success and an excellent support experience for our customers.
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  • Zendesk
    Customer Advocate, Tier 2
    Zendesk Apr 2013 - Feb 2016
    San Francisco, California, Us
    Helping customers succeed by providing expert technical support and troubleshooting complex technical issues in a fast paced environment.
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  • Salesforce.Com - Desk.Com
    Technical Support Engineer
    Salesforce.Com - Desk.Com Nov 2011 - Mar 2013
    San Francisco, Ca, Us
    Deliver expert technical support and awesome customer service to users of the Desk.com customer service app.
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  • Patch.Com
    Product Support Specialist
    Patch.Com Nov 2010 - Nov 2011
    New York, Ny, Us
    Provide multifaceted support to over 800+ internal product users, customers, mobile apps, and commerce.
    View
  • Sony Network Entertainment
    Online Content Specialist
    Sony Network Entertainment Nov 2008 - Oct 2010
    Manage and publish digital content for the PlayStation® Store.

Jeremy J. Reyes Skills

Product Support Web Content Management Mobile Applications Technical Support Customer Support Jira Saas Zendesk Desk.com Salesforce.com Integration Enterprise Software Html Troubleshooting Management Quality Assurance

Jeremy J. Reyes Education Details

  • Santa Clara University
    Santa Clara University
    Computer Engineering

Frequently Asked Questions about Jeremy J. Reyes

What company does Jeremy J. Reyes work for?

Jeremy J. Reyes works for Shopify

What is Jeremy J. Reyes's role at the current company?

Jeremy J. Reyes's current role is Senior Specialist, Resiliency Incident Response.

What is Jeremy J. Reyes's email address?

Jeremy J. Reyes's email address is je****@****ail.com

What is Jeremy J. Reyes's direct phone number?

Jeremy J. Reyes's direct phone number is +151086*****

What schools did Jeremy J. Reyes attend?

Jeremy J. Reyes attended Santa Clara University.

What are some of Jeremy J. Reyes's interests?

Jeremy J. Reyes has interest in Education.

What skills is Jeremy J. Reyes known for?

Jeremy J. Reyes has skills like Product Support, Web Content Management, Mobile Applications, Technical Support, Customer Support, Jira, Saas, Zendesk, Desk.com, Salesforce.com, Integration, Enterprise Software.

Who are Jeremy J. Reyes's colleagues?

Jeremy J. Reyes's colleagues are Eliza Cranor, Vikki Grant, Mohamed Nasseri, Diamondd Startt, Khadija Altaf, Alexander Ocampo, Leyi Wang.

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