Technical Support Engineer

Resolved 800+ customer inquiries and technical issues across billing, automation, and third-party integrations (Stripe, Kisi, GraphQL, MySQL). Collaborated with the mobile engineering team and admin leads to bridge communication between business and technical workflows in the WLA (Workspace Login & Access) build process. Partnered with product and engineering teams to identify and fix systemic problems, improving first-response accuracy by 37% and ticket resolution time by 29%.

Enhanced Felix, Optix's AI-powered support bot, by refining contextual understanding and implementing MCP (Model Context Protocol) integrations. Increased bot engagement rate by 45%, automated resolution rate by 33%, and improved overall CX score by 18% through better intent detection and message routing.

Supported dev team the Coworking Software Dashboard with UI/UX improvements. Developed and optimized front-end components using React and Tailwind CSS, improving dashboard load time by 22% and modernizing admin workflows based on customer feedback.

Built AI-driven solutions to enhance Optix's B2B SaaS operations — designed and deployed custom MCP connectors enabling secure context retrieval from Productboard, Intercom, and internal analytics systems. Accelerated AI response quality and data consistency across support and onboarding use cases.

Designed and maintained ETL data pipelines and optimized MySQL databases, supporting internal analytics and client-side reporting. Built automated data workflows to extract, transform, and load workspace metrics. Designed and ran SQL queries to assist customers with data management, KPI tracking, and analytics reports, enabling better workspace utilization insights.