Max Aguirre Email & Phone Number

Portland, Oregon, United States

Portland, Oregon Area

This is the same role as my previous ASA position, titles changed after multiple teams were merged together.As a CSE I am dedicated to post-sales enablement. Typically, I work with one of three customer types: Net-new sales, at-risk renewals, and high-value accounts that just need a little love. From product training and best practices to language agent configuration/validation and implementing proper alerting structure, I work with a customer to make sure they're getting real value out of their investment in the New Relic observability platform.Typical customer engagements begin with a scoping call to understand the client's business and technical needs. Here, we work together to plan a customized three-phase process of product setup, platform training, and specific use-case implementation. This timeline will be peppered with technical office-hours, email and slack q&a, and live feature implementation/product troubleshooting. At the end of my engagement, the customer should understand how to use New Relic, how they're getting value out of the platform, and feel confident moving forward on their own. A happy and enabled customer is one who continues to grow with and advocate for you.

Portland, Oregon Area

Portland, Oregon Area

Think of me as a temporary, high-volume Customer Success Manager.By proactively researching accounts I can identify customer needs before they even ask for help. I run reports on product use, research customers, and then offer my assistance in making sure that said customers are getting the maximum value out of their investment with New Relic.My outreach covers anything from helping dev teams deploy our agents to providing examples, documentation and training to kick-start adoption. Research, get in, help out, and leave things in a better state for everyone.Additionally, I've worked to develop account health checks for customers that need assistance in 'leveling up' their usage and to aid account teams in positioning for competitive deal situations. If not working directly with a customer, I'm defining processes and creating documentation to help others succeed.

Portland, Or

Started as a Technical Support Engineer I and ended my time in Support as a Technical Support Engineer III.Provided Node.js, Browser, and a bit of everything else support for all things Data Monitoring.Helped to launch support for New Relic Browser and continue to train employees on supporting it. This training includes the development of in-person training, flowcharts for issue identification and resolution, and other internal training materials.Acted as a Subject Matter Expert for other TSEs regarding the Browser, Node.js agent, and Infrastructure products.Acted as a representative of New Relic at several university job fairs and dev conferences including New Relic's own Futurestack. At Futurestack I ran demos of our Browser product's new features for potential and existing customers.Issue Manager for the Node.js agent team which consisted of bug prioritization and Kanban board management. Assisted in the Node.js agent team's move from Github Issues to JIRA.Regularly provided documentation updates, both internally and externally facing.Created feature requests, bug reports, and bug reproductions based off of customer and internal reports.Handled internal and external communication in the event of service interruptions, including the facilitation of reports between involved development teams and Support. Responsible for escalating issues to proper teams and managed hand-off to other support teams as shift changes occurred.

Portland, Oregon Area

Covering the Portland Timbers and Portland Trail Blazers for Vavel USA.

Www.Total-Mls.Com

Provided coverage on the Portland Timbers for Total-MLS.

Www.Lolfeedr.Com

Feedr streams live champion picks, box scores, and play-by-plays for professional League of Legends games.Feedr is no longer in active development or use.

Hardware, software, account, and more support for faculty, staff, and students of PSU. Triage for nearly all issues.

Beaverton, Or

Acted as an escalation point employees regarding technical questions.Handled escalation calls (customers asking for a supervisor).Logged each escalation for later review and root cause analysis.Performed employee call reviews and trainings.

Philosophy

Physics