resume

experience

FOSSA

full-time · remote · Oct 2021 – Present

Jan 2026 – Present

Sep 2024 – Mar 2026

Managed a company-wide ticket volume exceeding 2,000 annually as part of a two-person support team.
Acted as a Customer Success Engineer/Solutions Architect for key accounts, taking ownership of client success and technical solutions.
Built an MCP server for troubleshooting FOSSA support queries
Helped define the roles and responsibilities of support through major company restructures
Collaborated w/ Product/Engineering to develop robust processes for resolving customer technical issues
Currently expanding responsibilities and documenting new contributions post-promotion

Oct 2021 – Sep 2024

Diagnosed and resolved bugs across diverse tech stacks, including Haskell, TypeScript, Rust, Go, React, Redux, Sequelize, and PostgreSQL.
Independently handled customer support for nearly a year, managing 1,000–1,500 tickets annually.
Authored internal and external documentation to improve knowledge sharing and customer onboarding.
Submitted pull requests for bug fixes and feature requests when time permitted.
Developed custom scripts to address unique customer needs not supported by the API.
Co-hosted a podcast on open-source software management and startup life.
Collaborated with a team of three to reduce "New/Open" Zendesk tickets by 97.73% (from over 500) within one year and cut backlog by over 25%.
Led the migration from Zendesk to a new support platform to streamline operations.
Reproduced bugs for FOSSA's Software Composition Analysis tool supporting 20+ programming languages.
Played a key role in onboarding a Support Engineering Manager and additional team members.

skills