I work at the intersection of:
- Support operations in regulated fintech. First point of escalation for integration and transaction failures. I work the cases engineering shouldn't have to, dig through logs and API payloads to root cause, and turn every repeat issue into documentation so it stops coming back.
- AI in support workflows. I build automations that take real work off a support team. Triage AI classifies inbound tickets, pulls the right docs, and drafts context-aware replies (5/5 across 20 test emails). My Product Health Monitor agent runs weekly health checks on PostHog and triages live errors into resolve, suppress, and route.
- Product engineering. Node.js, JavaScript, REST APIs. I read and write code, debug payloads, and ship small fixes, the kind that stop a category of tickets at the source.
- Product analytics and instrumentation. PostHog across funnels, session replay, and error tracking. I find where users get stuck and where conversion leaks, then raise and ship the fix.
- Operating systems and process. Information architecture, decision logs, governance, automation maturity models. The structure that lets a small distributed team handle more without losing context.
- Community contribution. Support Lead for a 6,000+ member nonprofit community and Gumloop Ambassador. Owning problems and researching fast when the answer isn't obvious.
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