Open to opportunities

webb jordy

@webbjordy

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I lead technical support and developer success for SDKs and platforms.

United States

Message

What I'm looking for

I’m seeking a leadership role to improve developer experience for SDKs/APIs, scale support teams, drive process and KPI improvements, and partner with Product & Engineering at a remote-first, product-focused company.

I am a senior technical support leader focused on SDK and developer success across mobile, Unity and web platforms, delivering measurable improvements in SLA compliance, resolution time and customer satisfaction.

At Bitly I owned maintenance and debugging of mobile SDKs (iOS/Android), cutting integration issues by 30% and ensuring developer success. I designed a bug/feature triage process that reduced average resolution time by 25% and saved 100+ developer hours per quarter, and I acted as an escalation point resolving 98% of complex enterprise customer issues within SLA.

I build and mentor high-performing support teams, implement tools like global Zendesk instances and AI chatbots to scale operations, and partner closely with Product & Engineering to influence roadmap decisions and drive customer-centric outcomes.

Experience

Work history, roles, and key accomplishments

Current

Sr. Technical Services Manager

Current

Bitly

Dec 2024 - Present (1 year 6 months)

Own maintenance and debugging of Bitly’s mobile SDKs (iOS/Android), cutting integration issues by 30% and improving developer success; designed a triage process that reduced resolution time 25% and saved 100+ developer hours per quarter. Acted as escalation point resolving 98% of enterprise issues within SLA and improved CSAT by 10 points within six months.

iOS Android SDK Integration Debugging Triage SLA Management CSAT Team Leadership

Sr. Support Engineer

Earthbrain

Mar 2022 - Dec 2024 (2 years 9 months)

Implemented a global Zendesk instance unifying support ops across 3 regions and built/scaled the support team to improve resolution times 20% and CSAT 15%. Led an AI chatbot rollout that reduced first-response time 30% and automated 40% of tier-1 inquiries while maintaining 99% SLA compliance.

Zendesk Support Operations Chatbot Escalation Management SLA Management Team Building CSAT

Lead Support Engineer - Mobile

Mapbox

Nov 2017 - Jan 2022 (4 years 2 months)

Directed Unity SDK launch, onboarding 150+ developer teams and expanding AR/VR reach; implemented an SME program that improved efficiency 30% and cut resolution time 25%. Managed high-severity escalations resolving 97% within SLA and closed a Yahoo! Japan enterprise deal that drove ~10% regional revenue growth.

Unity3D SDK Development AR VR Escalation Management SME Onboarding Enterprise Sales

Support Engineer - Web & Mobile

The Grid

Aug 2015 - Feb 2017 (1 year 6 months)

Handled 500+ monthly tickets, maintaining 98% client retention and delivering technical fixes that boosted product adoption. Revamped the customer feedback loop, improving retention by 25%.

Ticketing Systems Troubleshooting Customer Retention Technical Support

Customer Happiness Manager

Getaround

Jun 2014 - Jun 2015 (1 year)

Managed a team of 10 Tier 1 support reps, improving CSAT by 15% through support best practices and training. Introduced revenue-focused support strategies that increased rental income 12%.

Team Management CSAT Training