spaceOS (acquired by Equiem)Customer Engineering Manager
Sep. 2022 - Dec. 2023● Overseeing support team work and growth
● Implementing streamlined communication flows between support engineers and the development team ● Responsible for all architecture changes regarding localisation module After Equiem acquisition:
● Overseeing a multicultural team spanning EU, USA, and AU time zones
● Enhanced operational workflows, fostering team autonomy and independence. Achievements:
● Transformed support team into customer engineers, enabling them to handle developer tasks and freeing up engineering resources.
● Led and optimised global team, enhancing customer communication, swiftly adapting to new workflows, and delivering improvements in customer satisfaction.
● Optimised knowledge sharing methodologies, achieving initial ticket response time under 60 minutes and non-bug ticket resolution within 24 hours.