Jared Davis
@jareddavis
Customer-obsessed support leader and DLP security engineer driving MTTR and CSAT improvements.
ZimbabweWhat I'm looking for
I’m a customer-obsessed support leader with 10+ years across SaaS and security, focused on building high-performing Support teams and delivering measurable gains in MTTR, CSAT, backlog hygiene, and deflection. I’m known for running P1/P0 incident bridges with crisp executive communications, and for operating follow-the-sun 24×7 support with tight SLA discipline.
Most recently, I started the Technical Support team as the Founding Lead Support Engineer at DLP Security / SaaS (Nightfall AI), launching a crawlable knowledgebase powered by KCS and AI search capability, and troubleshooting macOS/Windows agents and browser extension integrations. Previously, as Technical Support Manager at Carbon Black, I owned 24×7 on-call rotations and global handoffs—restoring service within 1–2 hrs MTTR and sustaining 98% SLA—while scaling a global team to 15 across time zones and strengthening knowledge-first processes through IVR overflow coverage, training videos, and scalable procedures. I also build labs (including a vCloud Director lab) to reproduce complex issues, accelerating root-cause discovery and fixes while partnering with Engineering/Product to eliminate defects and support renewals.
Experience
Work history, roles, and key accomplishments
Founding Lead Support Engineer
Nightfall AI
Jan 2025 - Present (1 year 5 months)
Founded the Technical Support team and built the hiring process. Developed a KCS-based, crawlable knowledgebase with AI search capability and led troubleshooting for DLP/endpoint agent deployments, MDM integrations, and SSO (IdP) setups.
Owned 24/7 on-call and follow-the-sun incident operations, running P1/P0 bridges while improving MTTR and maintaining 98% SLA. Scaled support operations through severity matrix and escalation playbooks, plus knowledge-first initiatives (IVR overflow coverage, KBs, training videos) to sustain CSAT and reduce variability.
Built and mentored a high-performing support team by formalizing escalation paths, service reviews, and cross-functional workflows with Product/Engineering. Resolved complex security deployments and integrations across on-prem and SaaS, including IAM/IG controls (SSO/SAML, MFA, RBAC) using log analysis and a vCloud Director lab to accelerate root-cause fixes.
Education
Degrees, certifications, and relevant coursework
University of Phoenix
Bachelor of Science, Software Engineering
Earned a B.S. in Software Engineering from the University of Phoenix.
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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