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English, Hebrew
New York, United States of America
Joined April, 2025
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Free
Price per session
30 min
I'm a seasoned Support Engineering Leader with over a decade of experience in managing teams. I specialize in enterprise SaaS developer-focused products. My expertise is in leading and scaling global teams, optimizing technical support operations, and implementing AI-driven automation to enhance efficiency and service delivery. I'm passionate about customer success, operational excellence, and technology innovation to drive revenue and business growth.
Firebolt is a cloud-native data warehouse platform designed for scalable analytics and low-latency querying, specifically aimed at powering data applications. Lead a global Support Engineering team of 5 ICs across EMEA and the US, reporting directly to the Chief Customer Officer. Serve as a hands-on leader, addressing complex SQL issues, managing escalations, and advising on optimal cloud database solutions. Collaborate with Engineering and Product teams during the critical 2.0 version release, leveraging customer feedback to shape feature development and drive adoption. Developed a GenAI bot to streamline the generation of Support Knowleege Base documentation, using the bot the team has updated 50 Knowleege Base articles. Partner with Engineering to develop an AI Chat Support Bot by providing technical documentation and testing the bot's accuracy to enhance customer service. Implemented a 24/7/365 on-call program, developed an SME program, coordinated an enablement program to upskill the team, built a production alerts system, and established a feedback loop with Product.
Managed five Team Leads and a total support team of 30, focusing on optimizing productivity and achieving KPIs related to resolution times, assignment, and customer satisfaction. Enhanced team productivity by 20%, reduced MTTR by 16%, and maintained a high CSAT score of 95%. Contributed to the development of an employee recognition plan and facilitated numerous promotions, and spearheaded the region’s managerial structure change to align with business needs.
Led the San Francisco Support Engineers team, oversee hiring, training, and performance reviews, consistently earning “Exceeds Expectations” appraisals. Manage escalation and outage resolution for US time zone incidents, affecting 1,500 clients, including 150 Fortune 500 companies. Participated in an expert task force to launch Zendesk Support for 12k users with zero downtime, migrating 20k tickets. Administered support platforms such as Statuspage, Gainsight PX, and Zendesk Explore, driving support management decisions. Initiated global Hackathons and All Hands meetings, enhancing team cohesion and innovation, resulting in three new productivity tools. Revamped the knowledge base, generating 5 new articles annually.
Leading Support teams for over a decade.
Built my career around Technical Support, with 13+ years of experience.
Established a feedback loop with Product.
Over a decade of experience in enterprise SaaS, cloud-based data platforms.
Providing support for developer-focused products (B2D).
Participated in an expert task force to launch Zendesk Support for 12k users with zero downtime, migrating 20k tickets.
Worked with SFDC on both Firebolt and Skai.
Love this tool, as part of the Atlassian toolkit.
Great AI capabilities!
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