Product Support & Implementation Engineer

I help customers succeed with complex technical products through support, implementation, and customer engineering. I started in frontline support at NinjaTrader and moved up to support lead and product manager, then managed technical services at Ookla and worked as a customer engineer at Privacy Dynamics. I'm comfortable moving between customers and engineers, working with logs and traces, and turning recurring cases into better tooling, documentation, and product follow-up.

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)

Became the primary at-home caregiver while maintaining technical skills through limited consulting and independent software projects.

Technical Consultant (self-employed) — Independent (Feb 2023–Jul 2025)

Supported clients through dedicated channels and investigated issues across APIs, HTTP requests, logs, browser tooling and SQL-backed workflows. Built small tools and documentation systems to make recurring implementation and support work easier to diagnose and hand off.

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.

Background Projects

Matchstick Replay

Maintained

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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Stela

Active

RAG preprocessing library — chunks UTF-8 text and verifies every chunk's byte range and SHA-256 hash against the source. Benchmarked against LangChain (byte-offset drift on non-ASCII text) and on 15 CUAD contracts (100% stale-chunk detection vs. 0% baseline).

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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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