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About

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When brought together with intention, technology, diversity, and opportunity can create powerful harmony. Building customer relationships isn’t just a task for me—it’s the lifeblood that drives better marketing, smarter products, and stronger development.
 

With over fifteen years in tech, I specialize in creating streamlined processes that set customers and internal teams up for lasting success. I’m always thinking a few steps ahead, designing systems that don't just solve today's problems but scale for tomorrow’s growth.
 

When I’m not working, you’ll likely find me fueling my passions — literally and metaphorically climbing mountains. I volunteer my time teaching coding to students from disadvantaged backgrounds, nerd out researching the latest hiking gear, get lost on gravel bike trails, or strategize my way through epic board games like Gloomhaven. Justice, curiosity, and community are at the heart of everything I do.

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Image by Cameron Mosier
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Image by Lucas Gao
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My Experience

Background & Expertise

Team Lead, Support Engineering 

November 2020 - Present

  • Lead all escalated tickets dealing with APIs, onPrem configuration on Kubernetes & Docker, Orchestration, and observability ecosystem troubleshooting and QA.
     

  • Coaching and mentoring a team of eight technical support engineers on Splunk synthetics and RUM SaaS products, exceeding Splunk KPIs in CSAT, time to close, and weekly ticket QA.
     

  • Technical Product Liaison for the frontend observability team (RUM & Synthetics), running feature releases, training, and advocating customer-centric communication between engineering, product, and sales.

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Founding Success Engineer

Aug 2018 - Nov 2020

  • Designed and leveraged Rigor's API to automate both internal support tooling and external customer success workflows across the Synthetic Monitoring ecosystem. 
     

  • Led the creation of internal product maps and workflows, provisioning Zapier integrations, webhooks, and custom code to scale operational efficiency. Generating an average of one inbound enterprise logo per month and $500k in annual expansions.
     

  • Produced over 200 hours of customer-facing content, including podcasts and blogs, generating an average of one inbound enterprise logo per month and 500k in annual expansions.
     

  • Analyzed NPS, CSAT, and utilization data via InfluxDB to inform strategy contributing to the company's growth past $10M ARR.

©2019 Joshua E Dunbar

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