Behind the Investigations
I work in production-facing technical support for SaaS platforms — investigating customer-impacting incidents, analysing logs and databases, troubleshooting integrations, and working with engineering teams to drive issues toward resolution.
Day to day, that means understanding what happened in production, identifying the root cause, validating impact, and communicating findings clearly to both technical and non-technical stakeholders.
Where I focus
Production & Application Support
Incident investigation and troubleshooting · Root Cause Analysis (RCA) · Production issue monitoring · Customer-impacting issue investigation · Incident documentation · Engineering escalation and coordination
Technical Investigation
SQL / MySQL · GCP & log analysis · API troubleshooting · Postman · Firebase · Database investigation · Basic cloud and application troubleshooting
Automation & AI-Assisted Workflows
Support workflow automation · AI-assisted investigation and documentation · Workflow prototyping · Using AI tools to design and build practical support tooling
How I use AI-assisted tooling
I'm not presenting myself as a software developer. When I build a prototype like Slack Support Assistant, I define the problem, the workflow, the decision logic, and the testing direction — AI-assisted tools help with the implementation. I'm interested in AI as something that supports a human support team's judgment, not something that replaces it.