Support that works,
so your team can scale.

Support operations, Zendesk and Jira Service Management setup, technical support and fractional support leadership for growing companies. 9+ years across B2B SaaS, restaurant tech and automotive. Start with a free 20-minute discovery call.

Get support help Get a website

Problems I solve.

Backlog keeps growing and nobody knows why
Triggers and automations nobody dares to touch
Customer issues are hard to reproduce
No trusted picture of ticket health
Not sure which roles to hire first
Founder is the de facto head of support
Weekend or out-of-hours tickets wait until Monday

My services.

Support Operations & Optimisation

Fix the way tickets move: routing, queues, SLAs, escalations and reporting.

Zendesk & Jira Service Management Setup

Configure, clean up and administer your helpdesk so it works the way your team does.

Technical & Application Support

Tier-2/3 troubleshooting that turns vague customer reports into engineering-ready answers.

Support Audit & Backlog Intelligence

A clear read on what is really going on in your queue, and what to fix first.

Support Team Setup & Hiring

Define the roles, find and assess the people, and structure their first 90 days.

Fractional Support Leadership

A senior support lead for a defined number of hours each week, without the full-time cost.

Scheduled & Weekend Support Coverage

Agreed, reliable coverage for the hours your team cannot staff.

Website Design & Build

Landing pages, small business sites, booking sites and lead-generation websites, built and handed over.

Selected outcomes.

People in the Tekion org

Worked inside a 33-person Tekion organisation, progressing from Application Support Engineer to Lead to Manager across automotive SaaS, payments and release readiness (2020 – 2023).

Team of 5

Founding member, Novatab

Founding member of the Novatab support team and led a team of 5 across restaurant tech, POS, payments and integrations (Apr 2024 – May 2026).

30%

Fewer P1 incidents

P1 incidents down by up to 30% and repeat high-severity incidents down around 25% year over year, through structured RCA, release readiness checks and hypercare workflows.

25%

Faster API resolution

API issue resolution time improved by around 25% and client-side failures fell around 20%, using Postman, API logs and engineering-ready Jira tickets.

25–30%

Lower ticket volume

Ticket volume reduced 25–30% by clustering recurring issues and turning them into product fixes and better backlog inputs.

50+

Enterprise accounts

Supported 50+ enterprise accounts and helped build a 33-person Tekion support organisation across B2B SaaS, restaurant tech, automotive SaaS and DevSecOps.

Results from my employed roles, not client engagements.

How it works.

1
Discovery
Free 20-minute discovery call
2
Scope
Scoped after discovery.
3
Agreement
Rates and estimates are agreed in a written proposal before any payment or work.
4
Work
Fixed-scope review followed by hands-on improvement, or ongoing hours.
5
Reporting
Operational reporting and weekly review rhythm

Support that scales, without the chaos.

I am a Lead Application Support Engineer with 9+ years across B2B SaaS, restaurant tech, automotive SaaS and DevSecOps: incident management, escalations, API troubleshooting and support operations, now available for consulting. Full career and résumé.

Years of experience.

Enterprise accounts supported.

Fewer P1 incidents (up to).

Faster API resolution (about).

Support that works, so your team can scale.