Senior Support Engineer, ReadMe
Jun, 2021 - Nov, 20254 years 5 months
Coordinated Product, Engineering, Success, and Support to migrate Enterprise customer content to ReadMe's new Git-powered platform; prevented churn of 100 Enterprise customers previously marked "At Risk".
Managed a nine-person international QA contractor team across three time zones from pre-launch through general availability of ReadMe's Git-powered platform, identifying issues that would have caused content loss or corruption for migrating Enterprise customers.
Managed day-to-day contractor support operations, maintaining SLA response times under 30 minutes and team CSAT consistently above 95%.
Embedded with Engineering as sole billing SME during Stripe rollout; shaped implementation decisions, managed customer impact from dormant account charges, and recovered $250K+ in uncollected revenue within a single quarter.
Built asynchronous onboarding resources using Loom, Notion, and ReadMe, bringing new agents to full competency within three weeks.
Authored user-facing documentation for product features and launches across ReadMe's entire platform, covering API reference, configuration, and end-user workflows.
Diagnosed and resolved complex issues in user-generated OpenAPI/Swagger, Markdown, MDX, and GitHub Actions; escalated systemic problems to Engineering and Product after exhausting triage options.
Trained contractors on troubleshooting standards and escalation paths, establishing consistent support quality across a globally distributed team.