Chapter 01
New to tech
The starting point: learning technical support from the inside, close to customers, ambiguity, and the actual shape of the product.
Box
From new to tech to managing the most technical support engineering team at Box.
This section will become the professional spine of the site: the path through Product Support, the systems built along the way, and the kind of technical leadership that comes from staying close to the work.
Story arc
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Chapter 02
Systems builder
Onboarding, troubleshooting flows, ticket taxonomy, internal tools, and the connective tissue that helps a team move faster without pretending the work is simple.
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Chapter 03
Technical support leadership
Managing the Platform & Integrations Swarm, the most technical support engineering team at Box, where APIs, developer experience, escalations, and team development meet.