Engineer who works at the customer boundary: finds the friction between customers, product, and engineering, then builds the workflow, integration, or tool that removes it. Nearly a decade in customer-facing technical roles, the last several years building the software behind them.

Senior Field Innovation Engineer at FullStory — building the infrastructure behind demo environments: a Next.js starter that stands one up in a single command, every GCP resource defined in Terraform, internal tools behind the company's auth layer, and least-privilege access roles derived from an audit of past permission requests.

• sanity-plugin-singleton-management — adopted an abandoned community Sanity plugin that was blocking customers' Studio upgrades on dependency conflicts: refactored it, added tests and CI, republished to npm. It has gone from ~40 weekly downloads at relaunch to 2,400+, with no further marketing.
• shftr (demo) — workforce management and ticket routing, built first on React/Node/MongoDB and later refactored to Go on Datastore inside FullStory's production stack. Skills-based routing cut median first response on sensitive compliance tickets by 75%. The third generation runs headless, connecting Assembled to Zendesk's Unified Agent Statuses.
• Support Bridge — an integration service connecting Slack, an internal customer-record system, and Linear: automated ticket creation, routing, escalation webhooks, and agent assignment for a 14-person support organization, replacing manual triage.
• Natural-language querying for Sanity — extended Vision, Sanity's query playground, into natural language → GROQ: MCP server, custom UI, backend services. Prototype to internal demo in days, which got engineering leadership and a cofounder discussing whether to productize it.
• A marquee EMEA opportunity — partnered with sales engineering: mapped the prospect's multi-domain customer journey, designed a cross-domain session-stitching approach across three live sites, and wrote the sample code that demonstrated feasibility and guided their implementation.
• A self-service support portal — most of the customer-facing portal and the reporting foundation behind it, using AI-assisted prototyping to go from sketch to working software in days rather than weeks.

• Languages — TypeScript / JavaScript · React · Next.js · Remix · Node · Python · Go
• Data & infrastructure — PostgreSQL · REST · webhooks · GraphQL · GCP · AWS · Cloud Run · Docker · Terraform
• Product & tooling — LLM integration (MCP, OpenAI API) · Git / CI · Sanity · Linear · Jira · Plain · Zendesk

• FullStory — Senior Field Innovation Engineer · Feb 2026 – present
• Sanity — Manager, Support Engineering, North America · Sep 2024 – Feb 2026
• Netlify — Staff Support Engineer · Feb 2024 – Sep 2024
• FullStory — Principal Support Engineer, Escalations → Global Manager, Support Engineering → Team Lead → Principal Support Engineer · May 2019 – Feb 2024