I deliver transformational technical leadership. Combining 17+ years of engineering expertise with 8 years driving strategy in SaaS leadership roles, I architect solutions, build exceptional teams, and optimize customer operations to drive measurable growth and satisfaction.
Experience
3/2025 - 9/2025
Led Americas support transformation, turning the lowest-performing region into #2 globally within six months through strategic coaching, process improvements, and team development.
Director of Customer Support Engineering, Americas · Remote
3/2025 - 9/2025
Turned Americas support from lowest-performing to #2 in six months via outcome-first coaching, daily prioritization cadences, clear goals, and escalations discipline
Stood up a values-mapped peer recognition program with monthly awards; scaled engagement to near-universal participation and improved cross-team collaboration
Hired 5 high-caliber Support Engineers; improved enterprise coverage depth and on-call resilience
Embedded Support into release operations (ShipOps): added "How will this be supported?" to intake, auto-tagged Support SMEs/Staff CSEs in Slack, and established pre-release reviews/training
Converted static onboarding to an evergreen program: SME-led gap analysis, buddy accountability for template updates, and manager sign-offs for access/runbooks
Built an AI-powered support simulator (v0 on Vercel) to evaluate real-world support behaviors (empathy, triage, troubleshooting); added rubric and transcript AI analysis
Implemented a DSAT review process: automated capture/alerts, manager case reviews, optional customer follow-ups, and action logging (coaching/product/process)
Defined a Staff CSE framework: clarified scope (prevention, SME leadership), deliverables, and metrics for consistent execution
9/2023 - Present
Established and continue to lead a product support organization, optimizing operational efficiency and customer satisfaction by implementing comprehensive support infrastructure and processes.
Head of Product Support · San Jose, CA (remote)
9/2023 - 3/2025
Led implementation of SaaS ticketing system to streamline customer issue tracking and resolution
Established KPIs and metrics to measure team performance and drive continuous improvement
Built and trained a team of three Technical Support Engineers, focusing on customer-centric problem solving
Partnered with Engineering and Product teams to establish Service Level Objectives (SLOs)
Created and managed VIP support program to ensure premium service for key accounts
Analyzed support data to deliver Quarterly Business Reviews (QBRs) for leadership planning
Developed standard SLAs to align customer expectations and support services
9/2014 - 9/2023
Over a 9+ year tenure at ServiceNow, progressed from Lead Technical Support Engineer to Director of Technical Support, leading global support operations across four countries. Reduced engineer onboarding time by 20% and improved customer satisfaction by 10%. Partnered with Development and Engineering to deliver enterprise-level solutions.
Director of Technical Support · Santa Clara, CA
2/2022 - 9/2023
Led global support operations across Australia, India, England, and U.S., serving 7K+ enterprise cloud customers
Managed four Technical Support Managers overseeing 30+ engineers for enterprise support operations
Partnered with Development and Engineering to align software changes with customer implementation needs
Developed standardized onboarding program, reducing training time by 20% and increasing productivity
Created comprehensive training program focused on CX skills and product expertise, enabling career growth
Led cross-functional initiative to launch new service offering based on customer feedback and usage data
Senior Technical Support Manager , Americas (Integrations) · Santa Clara, CA
3/2020 - 2/2022
Led Integrations team strategy and customer support initiatives, consistently meeting KPIs and SLAs
Managed four Technical Support Managers and 45 engineers, fostering high-performance culture
Resolved complex technical escalations while maintaining focus on customer impact and Satisfaction
Partnered with Operations, Product, and Development teams to optimize support processes
Improved customer satisfaction by 10% and reduced resolution time by 10% through enhanced team training
Technical Support Manager · Santa Clara, CA
4/2017 - 3/2020
Supervised daily operations of 12 Technical Support Engineers, ensuring optimal productivity
Led recruitment and training of Technical Support team during rapid growth, focusing on values and collaboration
Partnered with Development to create targeted training programs addressing skill gaps and product knowledge
Developed technical strategy and training programs with emphasis on improving UX/CX
Lead Technical Support Engineer · Santa Clara, CA
9/2014 - 4/2017
Led technical escalations and developed action plans for efficient resolution strategies
Trained 10 new hires across ServiceNow platform while fostering inclusive culture
Managed high-priority cases to ensure swift resolution, partnering with Engineering on complex issues
Received Customer Support Excellence Award for outstanding performance (2016)
Created custom Chrome extension to improve response time for support requests
Designed multi-level learning path to accelerate new hire readiness for complex support
Developed and implemented training programs to address skill gaps and product knowledge
9/2007 - 9/2014
Over 7 years at Oracle Corporation, served as Principal Technical Support Engineer, leading a team of 12 engineers in Santa Clara. Led recruitment during rapid growth while developing technical strategy and cross-functional training programs. Partnered with Development teams to enhance product adoption and customer experience.
Principal Technical Support Engineer · Santa Clara, CA
11/2007 - 9/2014
Led daily operations and productivity of 12 Technical Support Engineers,
Drove recruitment and training initiatives during rapid growth, focusing on values and collaboration,
Partnered with Development to create targeted training programs addressing skill gaps and adoption,
Developed technical strategy and cross-functional programs to enhance UX/CX,
Beck Consulting
11/2005 - 11/2007
Created and integrated custom Navision ERP solutions, specializing in CRM, order processing, and seamless data synchronization between UPS, Microsoft Commerce Server, and EDI systems.
Certified Microsoft Navision Solutions Developer / Consultant · Alemeda, CA
11/2005 - 11/2007
Designed custom Navision solutions for CRM and order processing with EDI integration,
Developed COM integration connecting UPS tools, Navision ERP, and Commerce Server profiles,
1/2000 - 11/2005
Over 5 years at Siebel Systems, served as Senior IT Analyst managing security for large-scale Windows infrastructure. Developed custom patch management solutions using VB6 and SQL 2000. Received IT Impact Award for achieving zero downtime while optimizing system security.
Senior Information Technology Analyst · San Mateo, CA
1/2000 - 11/2005
Managed security and patch management for 9000+ Windows hosts, protecting against vulnerabilities,
Developed custom patch solutions using VB6, SQL 2000, and XML to support enterprise infrastructure,
Received IT Impact Award for achieving zero downtime through optimized patch management,
