Open to opportunities

Tyler Conlee

@tylerconlee

Message

I build revenue-generating support engineering organizations powered by Voice of Customer insights and AI automation.

United States

Message

What I'm looking for

I'm looking to build and improve support engineering and operations programs where Voice of Customer insights, AI automation, strong processes, and customer engagement drive efficiency, retention, and revenue.

I've built support engineering organizations and Voice of Customer programs at HumanSignal and CircleCI, turning support into a revenue-generating function through professional services, premium support, and targeted customer engagement. At HumanSignal, I built an AI-powered Zendesk response assistant that reduced first-reply time from 18 hours to 3.4 hours and achieved 97% SLA compliance with a small 24/5 team.

At CircleCI, I scaled Zendesk through 160% ticket growth without additional headcount, reduced incident response time by 84%, and led agile and change-management practices across seven teams. I bring hands-on technical support experience for CI/CD customers, deep operational reporting, and a focus on processes that help teams do their best work.

Experience

Work history, roles, and key accomplishments

Current

Director of Support Engineering

Current

HumanSignal

Jun 2023 - Present (3 years 2 months)

Established support engineering team from the ground up, creating a Voice of the Customer focused workflow, while handling direct customer tickets and communication. Achieved a 97% SLA compliance rate for 24/5 support while using a small team by implementing targeted process enhancements, fostering a culture of accountability and excellence.

Zendesk AI Integration MCP SLA Voice Of Customer Process Optimization Customer Engagement Revenue Generation