01 Summary
Technical support specialist with 8+ years at Feathr, bridging
customer-facing support and engineering. Skilled at investigating
complex bugs, identifying root causes, and communicating technical
findings to both engineers and non-technical stakeholders. Builds
internal tools in JavaScript and Python used daily by the team.
Seeking to formalize this support-to-engineering bridge as a
Product Support Engineer.
02 Experience
Product Support Representative
Feathr · Sep 2018 – Present
- Provide real-time troubleshooting for 1,300+ nonprofit clients via chat and email, investigating complex issues across advertising, email, analytics, and reporting — maintaining near-100% satisfaction scores.
- Debug technical problems across Feathr's frontend and backend, performing root cause analysis and writing detailed engineering escalations with reproduction steps and environment context.
- Developed two JavaScript Chrome extensions with Cursor and Claude Code that are used daily by support: a domain checker for DNS troubleshooting and a geofence automation tool.
- Built a suite of Claude Code skills automating ticket triage, escalation formatting, feature request drafting, and cross-team handoff workflows.
- Translate complex technical issues into clear, personalized responses for non-technical customers; collaborate across Engineering, CS, and Product to coordinate solutions.
- Develop troubleshooting playbooks and author internal/external help articles documenting platform features and debugging workflows for team and client use.
Account Researcher
Feathr · Jun – Aug 2018
- Conducted account research to support sales and onboarding, gaining early exposure to the Feathr platform and nonprofit client ecosystem.
Training Supervisor
GatorTec · Aug 2015 – Apr 2016
- Promoted within months in an Apple retail environment; oversaw onboarding and technical training for new team members.
Web Administrator
djrobzilla.net · 2010 – Present
- Built and maintain a WordPress site with custom HTML/CSS, managing hosting and domain configuration.
03 Contact
- LOCATION
- Gainesville, FL