Manager, Global Support Engineering
AI-native support leadership that turns customer signals into revenue.
AI-Native Support Operations | Agent Development & MCP Integration | Snowflake & Data Analytics
Promoted to lead SecurityScorecard's customer support function as an AI-native operation — building agents, integrating MCP servers, and automating case workflows. 13+ years across SecurityScorecard, Tableau (Salesforce), and TALK.
Customer satisfaction across enterprise accounts
Engineers led across EMEA, USCA, APAC
ARR onboarded across Fortune 500 renewals
Faster time-to-first-response via AI triage
About
AI-native support leadership that thinks in patterns, not tickets.
Promoted through successive leadership roles to Manager, Global Support Engineering — building AI agents, integrating MCP servers, and automating case workflows. I build the tools my team needs, get on calls with customers, and treat every support interaction as a signal to prevent the next escalation.
AI-Native Support Operations
Building support models that use AI to triage, resolve, and route cases faster — while preserving human judgment for high-value issues. I've built Gemini agents, custom MCP servers, and autonomous triage systems that process 50+ cases daily, powered by Snowflake for case data analysis.
Customer-Obsessed Leadership
Hire, coach, and develop support professionals who listen well and advocate hard for the customer. I get on calls with customers regularly, lead high-value conversations, and translate what I hear into systemic improvements.
Agent Development & MCP Integration
Deep technical roots — Python, FastAPI, FastMCP, Docker, Claude Code. I don't just use AI tools; I build them. From Gemini-powered agent helpers to autonomous triage engines, I engineer the backends my team relies on.
Featured Impact
The story behind the metrics.
Autonomous AI Agent Development
SecurityScorecard40% less repetitive work · 50+ cases triaged daily · 50% faster first response · 25% case deflection
Built two production AI agents that transformed how the support team handles volume. The Gemini-powered agent helper assists engineers with task execution via a custom MCP server. The autonomous triage agent pulls cases from the queue, gathers context, performs low-risk remediation, retrieves SOPs and KB articles, drafts first responses, and scans for incident patterns — alerting management on high-risk cases.
How I did it
Situation: Support engineers were overwhelmed by repetitive tasks and high case volume. Time-to-first-response was degrading CSAT, and routine cases clogged the queue.
Action:
- Designed and built a Gemini-powered agent helper with a custom MCP server exposing internal API tool calls
- Developed an autonomous triage agent that fetches cases, gathers issue context, performs low-risk remediation, and retrieves relevant SOPs/KB articles
- Engineered agent backends in Python with FastAPI and FastMCP, iteratively developed using Claude Code
- Containerized agents via Docker for streamlined deployment and scaling
- Leveraged Snowflake to query and analyse case data at scale, powering incident pattern detection and data-driven escalation decisions
- Implemented sentiment analysis and incident pattern detection to alert management on 15+ high-risk cases monthly
Result: Reduced repetitive task execution time by 40% across a 13-engineer team, cut time-to-first-response by 50%, deflected 25% of routine cases from engineer queues, and processed 50+ cases daily autonomously.
Scaling Global Support & Automation
SecurityScorecard83% faster response time · 50% productivity gain
High ticket response times were degrading across global regions. I restructured the escalation hierarchy, implemented automated routing logic, and cross-trained technical leads across regions to eliminate single points of failure.
How I did it
Situation: Global support team was bottlenecked on response times. Enterprise SLAs were at risk.
Action:
- Restructured tier-1/tier-2 escalation paths with clear ownership matrices
- Built automated ticket routing using Python scripts and webhook integrations
- Cross-trained technical leads across NA, EMEA, and APAC for 24/7 coverage
- Implemented Tableau dashboards for real-time SLA monitoring
Result: Cut mean response time by 83%, improved team productivity by 50%, and maintained 93%+ CSAT across all regions.
Enterprise Account Retention & Tech Strategy
Tableau / Salesforce$10M+ ARR onboarded · $2M renewal safeguarded
Managed a portfolio of Fortune 500 accounts where renewal risk was high due to complex technical dependencies and misaligned stakeholder expectations. I led cross-functional alignment between Engineering, Product, and Sales to create a unified customer-success strategy.
How I did it
Situation: Key enterprise accounts were at risk of churn due to technical debt and poor cross-team coordination.
Action:
- Established quarterly business reviews with C-suite stakeholders at top accounts
- Coordinated Engineering and Product teams to prioritize enterprise-critical fixes
- Built a renewal-risk scoring model using Snowflake data to flag at-risk accounts proactively
- Led a critical downtime incident response, keeping the client aligned and preserving the relationship
Result: Safeguarded a $2M renewal that was on the table, onboarded $10M+ in new ARR through existing account expansion, and improved NPS by 15 points among managed accounts.
Custom Tooling & Process Engineering
TALK Finance / TableauInternal tools that saved 15+ hours/week
I don't just manage operations — I build the tools that make operations work. At TALK and Tableau, I developed custom ticketing systems, sales forecasting applications, and automated troubleshooting scripts that eliminated manual work and gave my team real leverage.
How I did it
Situation: Teams were spending excessive time on manual ticket triage, repetitive troubleshooting, and spreadsheet-based forecasting.
Action:
- Built a custom ticketing system with automated categorization and priority assignment
- Developed a sales forecasting app using Python + Tableau for pipeline visibility
- Created automated troubleshooting scripts (PowerShell/Python) for common infrastructure issues
- Implemented PostgreSQL-backed reporting dashboards for real-time ops metrics
Result: Saved 15+ hours per week in manual work, reduced mean-time-to-resolution by 35%, and created reusable tooling that became the standard across the organization.
Technical & Tools
The tools I use to make operations work.
Scripting & Data
- Python
- FastAPI
- SQL
- Tableau
- Snowflake
- PowerShell
- Power BI
AI & Agent Development
- Gemini (agent dev, code/cowork)
- Claude Code / Cowork
- FastMCP
- MCP Server Development
- AI-Assisted Triage
- Knowledge Retrieval/RAG
- Case Deflection
Infrastructure & Ops
- Docker
- PostgreSQL
- Okta
- Nginx
- Linux
- REST APIs
Operations Platforms
- Zendesk
- Salesforce
- Gainsight
- Jira
- ServiceNow
- Confluence
- Slack (webhooks)
Leadership & Impact
Where I've made the difference.
Leadership & Process
- SLA Design
- Cross-functional Alignment
- Escalation Management
- Team Scaling
- Mentorship
- Customer-Facing Leadership
Metrics & Analytics
- CSAT
- Time to Resolution
- Time to Value
- Escalation Rate
- Customer Effort
- AI Deflection Rate
- First Contact Resolution
- Agent Productivity (AI-Assisted)
- Automation Coverage
- AI Routing Accuracy
Experience
Where I've operated.
Manager, Global Support Engineering
Technical Account Manager
Principal Technical Support Engineer – Technical Lead
Change Manager
Recommendations
What people say about working with me.
Martin's leadership during our critical downtime incident was instrumental in keeping the client aligned and the engineering team focused. He has a rare ability to translate technical complexity into actionable business decisions.
Martin doesn't just manage operations — he builds the tools that make operations possible. His Python scripts and automated reporting saved our team countless hours and raised the bar for everything we do.