At NewStore, I served as the primary post-sales technical support and escalation point for enterprise customers running distributed cloud SaaS platforms. I led SEV-1 and SEV-2 incidents, investigated APIs, authentication, data pipelines, analytics workloads, and production failures, and partnered with Engineering, SRE, and cloud operations to improve reliability.
Previously, I provided Tier 2 support and customer-facing incident response at FightCamp, and supported CRM and automation SaaS customers at 17Hats. I build diagnostic scripts, author RCAs and runbooks, translate complex system behavior into actionable guidance, and mentor engineers on troubleshooting and customer communication.
