Impact by the numbers
What I do
I sit between Support, Product, Engineering and AI.
My work starts with customer problems and ends with systems that make those problems easier to solve at scale. I investigate technical issues, identify recurring patterns, improve support workflows and build AI-assisted operational tools that turn operational knowledge into something the wider organisation can use.
What I bring
Support Operations
I design ticket routing, escalation workflows, documentation systems and operational processes that make support easier to scale.
Product Operations & Customer Signals
I turn recurring customer problems and feature requests into structured signals that Product and Engineering can prioritise.
AI-Assisted Operations
I build practical AI workflows that replace repetitive manual triage with structured, repeatable systems.
Technical Investigation
APIs, authentication, logs, Datadog, Elasticsearch and issue reproduction. When I escalate, I bring evidence and a clear reproduction path.
Incident Management
I work across high-priority incidents and build the monitoring, workflows and documentation that help teams respond faster.
Systems Thinking
I look beyond the individual ticket to identify the underlying product, process or knowledge problem, then build a better way of handling it.
Support systems I've built
Engineering Escalation Engine
An evidence-driven escalation workflow that turns complex support cases into consistent, engineering-ready decisions using AI-assisted analysis, deterministic scoring and human approval.
Designed to prevent premature escalations by checking evidence quality and reproducibility before a human reviewer decides whether the case is ready for Engineering.
Feedback Loop
A Voice of Customer system that turns individual feature requests into structured, prioritised product insight.
Groups recurring feedback by theme and generates ranked product briefs, turning a manual Support → Product feedback process into a scalable workflow.
Support Ticket Analyser
An AI-assisted support workflow that identifies documentation gaps, drafts grounded responses and turns knowledge captured in individual tickets into reusable support documentation.
Built to demonstrate how everyday support interactions can continuously improve the knowledge systems behind Support.
Core toolbox
See how I think, build and work.
Explore my background, technical depth and projects — or ask my portfolio assistant about my experience.