Product Support & Implementation Engineer

I build support, documentation, and product systems that make complicated technical work easier to understand and operate. My background spans product management, technical support leadership, customer engineering, process design, and hands-on software development.

Core Capabilities

Support Operations

Support workflows, escalation paths, service knowledge, and team enablement.

Product Implementation

Customer setup, migration, technical troubleshooting, and adoption.

Documentation Systems

Information architecture, onboarding, docs-as-code, and API clarity.

Process Design

Turning repeated confusion into a workflow people can follow and improve.

Developer Tooling

Schema validation, CLI tools, and small utilities for documentation-heavy systems.

Technical Product Management

Customer discovery, product scope, cross-functional priorities, and delivery.

Selected Experience

Full-time Parent / Independent Builder — Career break (Sep 2022–Present)

Balanced limited consulting with caregiving through mid-2025. Since July 2025, focused on full-time parenting while maintaining a small set of independent tools and writing when capacity allows — most recently Matchstick Replay, a live market-data replay product.

Technical Consultant — Westmark.dev (Feb 2023–Jul 2025)

Delivered bounded consulting and product R&D projects across workflow-heavy MVPs, UX cleanup, and documentation systems while sharing caregiving responsibilities.

Customer Engineer — Privacy Dynamics (Oct 2021–Sep 2022)

Built a documentation website, supported early-stage customers, troubleshot UX/QA issues.

Contract Technical Writer — Microsoft (Feb 2020–Jun 2020)

Consolidated product and engineering knowledge into structured wiki content for an Office 365 support organization; collaborated with PMs and engineers and tracked work through Git and Markdown.

Business Analyst / Technical Writer — Premera Blue Cross (Apr 2019–Dec 2019)

Improved workforce-management efficiency by about 10% through process analysis; documented workflows and built SharePoint knowledge hubs.

Technical Services Manager — Ookla (Speedtest.net) (Apr 2017–Dec 2018)

Managed a 5-person technical services team supporting ~1,500 accounts; reduced customer response time by about 50% and helped customers migrate from Flash-based testing to browser-native WebSocket/XHR.

Product Manager / Technical Support Lead — NinjaTrader (May 2010–Jan 2017)

Led a support team of 15; maintained docs for ~40,000 users; contributed to C# debugging; translated customer workflow problems into product and documentation improvements.

Selected Projects

Matchstick Replay

Active

A market-data replay tool — capture a live L2 crypto order-book feed, then scrub, seek, and replay it deterministically, reconstructing the same market state at the same timestamp every time.

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Easy Walk

Active

A free, ad-free PWA that times Japanese interval walking — voice cues, chimes, and a streak-tracking progress screen.

FieldTest

Maintained

Schema validation toolkit for content-rich systems and documentation pipelines.

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Quarrel

Maintained

Dependency-free TF-IDF similarity toolkit. Works in Node, browsers, and Obsidian.

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Tools & Technologies

JavaScript / TypeScriptPythonRustHTML/CSSAstroNext.jsFastAPISupabaseCloudflareGitMarkdown publishing

Contact

Reach out about project-based, outcome-scoped work or to talk shop.

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