• Led and motivated a team of Technical Support Associates, ensuring high-quality customer service andadherence to company standards.• Provided coaching, training, and performance feedback to enhance team skills and achieve servicegoals.• Managed team productivity, monitored KPIs, and ensured timely resolution of customer issues.• Facilitated communication of product updates and process changes to ensure accurate customersupport.• Handled escalated customer complaints and complex technical issues, ensuring effective resolution.• Analyzed support volume and implemented strategies to optimize team performance and meet servicelevels.

• Provided dedicated product support for customers and internal teams through diverse channels suchas help desk software, phone calls, and screen shares.• Guided customers through installations and upgrades while troubleshooting and resolving issues thatarose during self-hosted deployments.• Collaborated with customers to identify, replicate, and document defects, proactively following up toensure comprehensive solutions or implementation plans.• Contributed to both internal and customer-facing documentation.

• Responded to a high volume of technical tickets in a timely manner• Provided exceptional support for Compute, Network, and Storage products that includes Droplets, LoadBalancer, VPC, DNS, Block storage volumes and object storage• Worked both collaboratively and independently with support, product, and engineering teams• Identified and documented process and policy improvements• Recommended right product according to customer needs and guide customers through the migrationprocess

• Handled escalated customer contacts which involved complex technical issues• Demonstrated an advanced knowledge of our server stack in order to provide creative and timelysolutions for a variety of problems• Interacted with high value clientele to analyze and mitigate performance issues on their dedicatedserver hardware• Mentored Level 1 technicians to help them cultivate their knowledge base related to the WP Engineplatform• Provided industry leading support to high volume of clients on a daily basis.• Troubleshoot issues related to DNS, NGINX/Apache, MySQL, WordPress, SFTP, Git, and SSH• Exercised strong multitasking abilities to quickly assist multiple clients simultaneously• Experienced in parsing PHP and Python files for troubleshooting purposes within the WordPressecosystem, gaining familiarity with the structure and syntax of both languages to effectively identify andresolve technical issues.• Heavily utilized the Linux command line, employing custom scripts for troubleshooting purposes andleveraging Bash skills to parse log files effectively.• Conducted regular troubleshooting of major WordPress plugins, including WooCommerce, to identifyand resolve issues potentially impacting site functionality, mitigating any disruptions caused by plugin-related issues.

• Ensured quality of all product before it was sent out• Handled high-volume workload at rapid pace• Evaluated business processes to increase efficiency• Managed a team of 10 people