My title is Technical Lead which basically means I'm the person my team comes to when things get weird. I jump in when the usual fixes don't work and we need to dig deeper to figure out what's really going on.

As much as I love getting my hands on a weird, messy, complex problem, the real win for me isn't fixing it, it's turning around and showing my team how they can solve it too. My goal is to share what I learn in a way that actually makes sense, so everyone feels more confident tackling the next challenge.

So, instead of just handling escalations, I spend most of my time coaching my teammates, translating between the support and engineering worlds, and writing the kind of practical, hands-on playbooks I wish I'd had when I was starting out.

At the end of the day, I'm here to help demystify the tech and empower the people around me. It's less about being the expert and more about helping everyone else become one.

In my role as a Senior TSE, I focused on two key areas: tackling the most complex issues and getting new hires ready for the job.

I was the go-to person for the toughest cases—the ones that required a deep dive to untangle. I enjoyed the challenge of figuring out not just the what, but the why behind a tricky issue.

When I wasn't troubleshooting, I was involved training for our new hires, guiding them through our systems and sticking around as their mentor. I took the lessons learned from my time in the role and translated them into practical, real-world guidance.

As a TSE, I was on the front lines, talking directly with customers every day. My role was to be their first point of contact for any technical issue, big or small.

I spent my time digging into their problems, figuring out what was broken, and guiding them to a clear solution. It was my job to get to know the product inside and out and to be the practical, hands-on expert who could get them back on track.

When I came across a truly new or complex issue, I'd work with the senior engineers and Tech Leads to find a solution, learning from their experience. Afterward, I'd make sure that knowledge was captured so the whole team could benefit.

My years as a Technical Support Engineer at Nuix gave me a completely different perspective on what technical support can be. Working with a powerful product and incredible customers, I learned that the role could be so much more than just closing tickets.

While my title was TSE, I was much more than that. I became a dedicated support resource for one of our largest customers in EMEA. This wasn't just remote support; I was on-site with them, working shoulder-to-shoulder to troubleshoot complex issues and help with implementation. My product knowledge grew to the point where I was stepping in to run demos for the sales team and diving into the Engine APIs to write my own scripts, solving unique challenges that went far beyond the standard playbook.

It was a role where I learned that great support isn't just reactive; it's about becoming a trusted expert who can proactively guide, teach, and build solutions.

My career in tech began at Dell EMC, where I joined their Global Services Associate Program (GSAP). It was there that I learned the fundamentals—not just about enterprise technology, but about the discipline of support itself: how to troubleshoot systematically, how to manage complex customer situations, and how to communicate clearly when the stakes are high. The GSAP program laid the essential foundation for my entire career, giving me the practical skills and professional mindset that I've built on ever since.