Manager, Technical Support

Shogun

Remote•Jul 21 - Aug 22

Overview

I played a pivotal role in shaping the technical support landscape at Shogun, leading to significant team development and collaboration.

Responsibilities

Hired and trained a new team, enhancing support for a newly developed product (Shogun Frontend)
Established promotion paths and coaching frameworks, resulting in three team member promotions
Provided ongoing technical guidance, ensuring high-qiuality support for React and Shopify Liquid projects

Tags

Coaching, Management, Team Leadership, Interviewing, HTML, CSS, Liquid, React, Customer Service, Customer Satisfaction

Karl Jones I work at the intersection of customer success, technical problem-solving, and software engineering. I help teams adopt products faster through clear guidance, practical implementation support, and focused technical communication. I recently completed an MSc in Computing and continue to apply those skills in customer-facing engineering roles.

Experience — Customer Solutions Engineer at Kapa.ai, previously Axiom.ai and Shogun.
Education — MSc Computing (Software Engineering), The Open University.
Projects — axiom-ai-helper, ZendeskUtils, and other tools and sites.

GitHub · LinkedIn