Career
A decade of customer-facing technical work.
Erick Allas
There’s a thread that connects every role I’ve had: I end up at the intersection of people and complex systems. Whether it’s debugging SIPREC traffic for an enterprise AI platform or walking a beta customer through a HoloLens onboarding, the job is always the same underneath. Finding the translation between humans and technology, figure out what’s actually broken, and make sure the next person doesn’t hit the same wall. I’m also the person who ends up training, teaching, and documenting when possible.
I didn’t plan it that way. But ten years in, the pattern is clear enough that I’ve stopped fighting it and started leaning into it. Thankfully, it’s all been remote.
Primary technical advocate for enterprise customers on an AI conversation intelligence platform. Last line of defense before engineering escalation. Diagnosing complex issues through Datadog log analysis, SIPREC traffic inspection, and cross-functional triage. The platform processes real-time voice data at scale, so when something breaks it's rarely simple; usually a chain of configuration, network, and integration issues that all need untangling at once. Training and onboarding all new support agents. Authoring documentation and capturing structured feedback to inform product development. Most days involve context-switching between deep technical investigation and clear communication with customers who need answers fast.
Tier I and II support on PlanGrid and Autodesk Construction Cloud across two stints. Adjunct QA tester for new features during Construction Cloud's early development, working directly with beta customers and relaying feedback to engineering. The product was evolving fast. Features would ship, break in the field, and I'd be the one translating what customers were actually experiencing back to the team that built it. Trained and onboarded all new support agents. Became the go-to person for edge cases that didn't fit the runbook.
Managed full technical onboarding lifecycle for enterprise customers implementing AR construction solutions on Microsoft HoloLens. Discovery sessions, client journey tracking, QA testing alongside developer. Small team, so the role meant wearing every hat; from initial sales demos to post-deployment troubleshooting. Learned more about spatial computing in six months than most people encounter in a career. Managed and created videos and documentation.
Complex WordPress.org plugin troubleshooting and API debugging for Jetpack, Akismet, and VaultPress. Beta tested products with development teams. Mentored globally distributed support teams. Fully remote, fully async. This was the role that taught me how to communicate clearly in writing when you can't just walk over to someone's desk. Diagnosed issues across the full stack: PHP, MySQL, REST APIs, and the occasional deep dive into WordPress internals that nobody documented.
On-site technical support and system implementation for various Financial Services enterprise clients. Network configuration, server deployments, backups, and disaster recovery consulting. The job that taught me what production environments actually look like from start to finish. Not the clean diagrams from NJIT, but the messy reality of legacy systems, undocumented configurations, and clients who need things fixed before they can explain what broke. First professional role out of college.
Education
Skills
Customer Success
Technical Troubleshooting, Implementation & Onboarding, Documentation & Training, Process Optimization
Technical Platforms
AI/ML Platforms, API Debugging, SSO/SAML Configuration, Cloud Integrations, Linux, Docker
Tools
Zendesk, Datadog, Linear, Salesforce, Jira, HubSpot, DaVinci Resolve, Adobe Suite