Open to opportunities

Jon Lumb

@jonlumb

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Technical Support specialist turning complex tech into clear outcomes for users.

United Kingdom

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What I'm looking for

I’m looking for a remote role where I can turn complex tech into clear documentation, deliver strong onboarding and troubleshooting, and support teams with AI-assisted evaluation and prompt engineering—while using customer feedback to improve products.

I specialise in making complex technology accessible to both technical and non-technical communities. With nearly 15 years of experience in technical support and developer success, I build expertise in clear documentation, solving intricate technical problems, and fostering strong relationships with technical users.

My background spans API documentation, customer onboarding, and AI-assisted development workﬂows—model testing, prompt engineering, and agentic development. I thrive in remote collaboration and consistently transform user challenges into opportunities for product and community improvement.

Most recently, as self-employed for AI training, I’ve focused on AI output evaluation, quality assurance, and prompt/response assessment for TypeScript SME work. Earlier roles include documentation improvement initiatives, tier 1/2 support for enterprise banking clients, and community leadership—running and migrating a community-supported technical forum while maintaining the technical infrastructure.

Experience

Work history, roles, and key accomplishments

Current

AI Training

Current

AI Training

Dec 2024 - Present (1 year 7 months)

Provide AI training work focused on evaluating output quality and performing prompt engineering. Serve as a subject-matter expert for maths and programming using TypeScript and assess prompt/response adherence.

AI Output Evaluation Prompt Engineering Prompt Response Assessment TypeScript Technical Quality Assurance

Current

Community Owner

Current

AudioAbattoir

Jan 2015 - Present (11 years 6 months)

Founded and manage a community-supported technical forum, including migrating an established community after a platform acquisition. Manage ongoing technical infrastructure and community operations.

Community Management Forum Administration Platform Migration Technical Management

Private Chef

Private Chef for High-Net-Worth Clients

Apr 2017 - Dec 2024 (7 years 8 months)

Delivered private chef services for high-net-worth clients, managing direct client relationships and leading teams of staff. Developed bespoke menus, maintained detailed documentation systems, and maintained a 100% client satisfaction rate.

Client Relationship Management Team Leadership Menu Development

Customer Success Specialist

Wildbit

Sep 2015 - Mar 2017 (1 year 6 months)

Improved customer-facing API documentation and handled complex technical troubleshooting. Managed customer success across multiple time zones and informed the product roadmap from customer feedback.

API Documentation Technical Troubleshooting Customer Success Product Roadmap

Web Developer

Self-Employed

Sep 2014 - Sep 2015 (1 year)

Worked as a web developer guiding non-technical clients through development while creating user documentation and training materials. Provided full stack support including hosting and DNS.

HTML CSS WordPress SQL JavaScript Web Hosting DNS Client Onboarding User Documentation Technical Training

Technical Support Roles

Toshiba, 8 Technology, AI Corporation

Jan 2009 - Jan 2014 (5 years)

Provided enterprise-level support for banking clients and supported both hardware and software environments. Led documentation improvement projects and supported Tier 1 and Tier 2 customer enquiries via phone, email, and social media.

Enterprise Support Tier 1 Support Tier 2 Support Technical Troubleshooting Windows Hardware Support Phone Support Email Support Social Media Support

Technical Review Writer

HiFiPig

Write long-form technical equipment reviews explaining and analyzing complex technical specifications. Translate technical features into practical user benefits for diverse audiences.