Resolve Tier 1–3 customer support requests, troubleshoot technical issues, manage escalations, and maintain strong customer satisfaction. Create documentation and knowledge-base resources, analyze support trends, and improve Zendesk workflows, macros, automations, and reporting. Collaborate with Customer Success, Implementation, Product, Engineering, and Operations teams while supporting onboarding, training, product adoption, and scalable support processes.

Develop and maintain scalable .NET software and platforms for healthcare scheduling and workforce management. Design microservice architectures, apply domain-driven design, and advise on technical decisions. Build automated tests, monitor infrastructure, support CI/CD, and improve reliability and performance. Collaborate with product, data, business, and engineering teams while mentoring developers, documenting systems, participating in Agile ceremonies, and driving technical standards and excellence.

Lead QA strategy and processes for a SaaS platform. Design test automation and API suites, perform manual and exploratory testing, validate data with SQL, integrate testing into CI/CD, drive metrics, and collaborate with product, engineering, and customer success to improve release confidence.