Role: Senior Application Integration Engineer

  Reported to / Reference:
  Zach Brownson (Senior Software Engineer - Team Lead)

• Configuring, troubleshooting, and correcting settings in a multi-platform/ multi-product SaaS environment
• Analyzing complex, critical SaaS issues escalated from support, providing engineering expertise for resolution.
• Mapping and merging data from various sources to enable cross-platform integration and data sharing.
• Configuring data connections from various sources (APIs, csv files, xml files, etc.) into the MoxiImpress platform according to client needs, for the automated creation of user accounts, automated creation of marketing materials for specific users and listings, syncing of contact lists, etc.
• Assisting with data integration between clients and 3rd-party vendor platforms so users can use SSO and share content between the MoxiImpress platform and 3rd-party platforms.
• Investigating and troubleshooting issues escalated by other teams, regarding the flow of data from various data sources (APIs, csv files, xml files, etc.) into the MoxiImpress platform for the automated creation of user accounts, automated creation of marketing materials for specific users and listings, syncing of contact lists, etc.
• Confirming and translating issues into actionable bug tickets when code changes are needed to fix problems reported by support, account managers, product managers, sales managers, and billing teams.
• Bridging the communication gaps between development and stakeholders, effectively communicating details of escalated issues and their resolution to support, other teams, clients, vendors, and partners.
• Assisting Sales managers and Account Managers in understanding how a client's goals can be met within a multi-platform / multi-product SaaS environment
• Assisting onboarding and implementation teams with options and configurations settings for launching a new client within a multi-platform/ multi-product SaaS environment
• Handling special reporting requests by writing SQL queries to generate reports that are not yet available to Account Managers or clients through a GUI reporting tool.
• Handling of special requests for the loading of custom content (logos, ad images, copy, and other content) in a SaaS environment, including proprietary tools and well as larger platforms like AWS, Google Workspace, YouTube, etc.
• Guiding clients through DNS record changes, for seamless custom domain integration (web & email) within the MoxiImpress platform.
• Investigating and troubleshooting company domain name and client domain name DNS issues, in my role as the SME for Domain Name Service issues for the MoxiImpress Software Development team
• Investigating and troubleshooting client custom domain name issues related to SMTP and email delivery (SPF, DKIM, DMARC, etc), in my role as the SME for email related issues for the MoxiImpress Software Development team
• Investigating email abuse issues, and communication with email server administrators (both internal and external), regarding email abuse issues, from the sender and recipient perspective.
• Investigating and resolving email abuse issues related to blocklists on major email hosting platforms, and related to 3rd-party blocklists subscribed to by smaller email service provders.
• Handling of research requests from a billing teams, regarding the history of a legacy client on a SaaS platform
• Handling of special requests for example/demo content generation to be used by a sales or marketing team in presentations

Role: Customer Success Engineer

  Reported to / Reference:
  Joel DeWitt (Director, Customer Success)

• Similar to above, at a smaller scale

Role: Senior Technical Support Specialist

  Reported to / Reference:
  Dave Chambers (SVP, Major Accounts & Operations)

• Similar to above, but with more focus on client support

Role: Technical Support Manager

  Reported to / Reference:
  Dave Chambers (VP, Operations)

• Management of Technical Customer Support and User Acceptance Testing for Imprev products and services

Role: Creator, Lead Developer, Owner

  This is my personal/hobby website. Have a quick browse or search.

• All the things

Role: Technical Support Lead

  Reported to / Reference:
  John Garner (VP, Operations)

• Developed support infrastructure and processes for Pure Networks products and services
• Led the growth of customer support from a few hundred customers to tens of thousands of customers
• Trained and managed all tech support staff
• Participated in product development process as triage team member

Role: Domain Hosting Lead

  Reported to / Reference:
  Mike Apgar (CEO & Founder; Chairman)

• Management of all DNS issues related to custom domain hosting for end users.
• Led the domain hosting team during growth from several dozen hosted domain names to several thousand hosted domain names over a period of two years.
• etc...

Role: Technical Support Coordinator / Webweaver

  Reported to / Reference:
  Marci Lockwood (Executive Director)

• Hired, trained, and managed technical support representatives
• Developed training manual for tech support representatives
• Maintained internal and user-facing knowledge base content
• Project manager for overhaul of website from a static site into a portal for curated daily and weekly content updates
• Daily Webweaver duties for site content and maintenance.

Role: Technical Support Representative

  Reported to / Reference:
  Bryan Kehr Operations Manager

• Solving dial-up connectivity and software problems for Windows and Macintosh users via phone and email