Julie Martin

I am a Support Engineer with remote experience supporting both self-managed (on-premises) and SaaS customers, primarily via Zendesk. At GitLab I participated in the Customer Emergency On-Call rotation, engaged customers via video conferencing when instances were down, edited and updated documentation, and opened issues to advocate for customer needs.

Previously I worked as a Technical Account Manager and Head of Customer Success where I onboarded and trained clients, hired and managed staff, created Customer Success processes, and oversaw large client portfolios (teams I served exceeded 100–150 clients and totaled substantial monthly recurring revenue). I led efforts to keep internal documentation current (300+ updates) and oversaw large-scale conversation review efforts (nearly 1,200 reviewed conversations across teams in a quarter).

I bring a broad technical toolkit—including PHP, Python, MySQL/PostgreSQL, Git/GitLab, AWS, Docker, nginx/Apache, WordPress/WooCommerce, Elasticsearch/Kibana—and strong soft skills: tenacious customer advocacy, clear technical writing, mentoring, and collaborative problem solving. I also build side projects (a text-based trivia game using PHP/MySQL on AWS) and thrive in remote, cross-functional teams.