I own highest-severity escalations at Budderfly, debugging API, webhook, billing, and integration failures across Stripe, NetSuite, and QuickBooks before partnering with Engineering.
I rebuilt bug handoffs to include verified reproduction steps, HAR files, request IDs, and SQL findings, reducing back-and-forth on escalated issues. I've also written 15+ knowledge base articles and internal runbooks for recurring API, webhook, and sync failures.
I run daily triage across Zendesk, Intercom, HubSpot, and Front while protecting first-response and resolution SLAs and keeping CSAT above target. After joining Budderfly as a Technical Support Specialist, I was promoted to Team Lead within a year based on escalation quality and ticket ownership.
Earlier, I supported regulated healthcare, insurance, and government-program customers, resolving sensitive billing, eligibility, claims, and coverage issues with a de-escalation-first approach.
