At Brandfolder by Smartsheet, I own complex post-sales enterprise escalations for accounts generating $1M+ ARR. I’ve resolved approximately 400 escalations end-to-end while helping keep critical customer accounts unblocked.
I troubleshoot SAML authentication issues including configuration errors, certificate mismatches, and attribute-mapping problems. I reproduce issues and investigate root causes across API calls, HAR network traces, Datadog logs, and integration workflows, then validate fixes and implement code changes in service repositories when needed.
I build SQL dashboards and reports across BigQuery and Postgres, maintaining more than 200 dashboards for internal teams and customers. I’ve also developed Python automation to reduce recurring manual support work.
I work closely with Engineering, Customer Success, and Sales through Salesforce cases and live troubleshooting sessions. Earlier at Brandfolder, I resolved Tier 2 configuration, API, authentication, and performance cases, mentored Tier 1 teammates, and maintained 94.73%+ CSAT.
