Blake Corbit

Technical support engineer who builds the systems — and the team — his org runs on. 4.5 years at a B2B SaaS platform, promoted four times from front-line specialist to manager, reporting straight to the COO. This past year I rebuilt our support org from the ground up — a four-tier structure, the escalation logic behind it, and the hiring to staff it — while holding a 97% CSAT and 0.05–0.09-hour first replies against a 0.15-hour SLA. I designed the automation that let a 3-person team carry the workload of 7, and I still get into the queue when it matters.

experience

• Rebuilt the support org from scratch: wrote the charter for what support actually owns end-to-end, turned a two-tier setup into a four-tier structure, defined every tier and escalation rule, and built the macros, Confluence docs, and Jira routing that make it run. That framework is what let us hire and scale.
• Manage a four-tier team of six, growing to eight — hired and currently onboarding three tier-1 reps and developing tier 2 through 4. Report straight to the COO.
• Set the operational logic behind Zendesk and Jira — triage tiers, escalation thresholds, dashboards, queues, and a Salesforce→Zendesk funnel so every request lands in one place with full context. I don't admin the tools; I design how they should work.
• Built the support data function that didn't exist — direct, data-backed reporting to the COO in place of "everything's fine" with nothing behind it. Pulled the data (with AI) that showed half the queue was tier-1 work, which is what the whole reorg was built around.
• Architecting a 12-service internal platform (Node.js): real-time operations dashboard, AI-powered ticket triage and routing, automated incident detection via ticket clustering, and integrations across 7 external APIs (Zendesk, Jira, Slack, Twilio, Mailgun, StatusPage). Platform serves as the operational backbone for a 200+ client SaaS environment.
• Designed and deployed a Python pipeline integrating Zendesk and OpenAI APIs for automated ticket classification, routing, and response generation — automation enabled a 3-person team to absorb the workload previously requiring 7, equivalent to eliminating 4+ FTE in manual processing
• Built a PowerShell diagnostic toolkit for distributed system troubleshooting across 200+ client installations — SQL Server connectivity, network path tracing, DNS verification, registry validation, and log aggregation. Drove first-contact resolution from 62% to 78%.
• Administered SQL Server environments across 200+ client sites: connectivity diagnostics, synchronization troubleshooting, and performance tuning for a distributed SaaS platform
• Led NAPA TRACS API v1-to-v3 migration across entire customer base — built tracking system, automated communication workflows, validation scripts, and rollback procedures. Zero-downtime transitions for all affected clients.
• Performed crash dump analysis (WinDbg), network packet capture, and infrastructure mapping for complex distributed system escalations
• Held a 0.05–0.09-hour first-reply time — 2–3x inside the 0.15-hour SLA — and a 97% CSAT across 160+ weekly tickets, steady through a headcount trough and the rebuild that followed. Through automation and process engineering, not longer hours.
• Personally resolve ~3,900 tickets a year — roughly a quarter of the company's entire ticket volume — while scoring 90–91 on velocity against an 80 target and 99–100% on product-proficiency reviews. 14,000+ tickets closed career-to-date at a 97% satisfaction rate.
• Reduced critical escalations by 35% by designing a pre-escalation pathway with Customer Success
• Built technical onboarding program covering SQL troubleshooting, API diagnostics, and client communication — recruited and mentored engineers through ramp-up
• Authored 50+ technical knowledge base articles spanning SQL Server, API integrations, network connectivity, and distributed systems

skills

• languages: Python, JavaScript, TypeScript, Node.js, SQL, PowerShell, Bash
• frontend: React, Vite, Tailwind CSS, HTML/CSS
• backend & infra: Supabase, SQL Server, Windows Server, REST APIs, JSON, Stripe, Vercel
• integrations: Claude API, OpenAI API, Zendesk, Jira, Slack, Twilio, Mailgun, StatusPage
• tools: Git, VS Code, WinDbg, log analysis, network diagnostic tooling
• leadership: incident management, SLA architecture, escalation design, hiring, technical documentation

distinction

• Eagle Scout — Boy Scouts of America
• Appalachian Trail thru-hike — 2,192 miles, 100 days
• St. Paul's School Advanced Studies Program — LISP & Artificial Intelligence