Dane Edwards

I am a Technical Support Manager with 10+ years leading global support operations, engineering collaborations, and customer-success initiatives. I combine a strong technical foundation in full-stack development and cloud infrastructure with hands-on escalation management to improve reliability and reduce time-to-resolution.

At Avalara I lead and mentor a 10-person global technical support team, serve as a senior escalation point for enterprise customers, and partner with engineering and product teams to drive platform reliability improvements. I implement process enhancements, knowledge resources, and workflows to streamline case management and root cause analysis while meeting SLA and CSAT targets.

I founded and scaled an IT services firm, and I’ve built and deployed full-stack applications while supporting and mentoring learners. I focus on building high-performing teams, data-driven process improvements, and delivering measurable customer success.