Resume

Yvette Johns

Support Engineering · Operations · Leadership
10+ years turning customer support into a driver of product innovation and efficiency.

Support leadership, operations, and knowledge management expert who delights in fostering community and building the systems that drive growth.
Over a decade in customer support and operations, including scaling a support engineering team by 300% over five years, and four-plus years speaking at major support and tech conferences on change management, leadership, operations, and support engineering.

Experience

Senior Support Engineer, L2

Maze · Remote

10/2024 — Present
  • Technical escalation point for complex enterprise accounts, partnering with Customer Success and Engineering to resolve critical issues and capture product feedback — including identifying and escalating a critical security vulnerability for a major multinational financial-services enterprise.
  • Diagnosed and resolved complex integration issues — embedded prototype rendering, SSO/SCIM across IdPs — coordinating with Engineering on account-specific workarounds.
  • Regular QA contributor for new releases: detailed bug reports, post-fix validation, and UX/behavior recommendations.
  • Designed an automated workflow to track data-privacy requests across multiple stakeholder teams.

Developer Relations Engineer

Fly.io · Remote

03/2024 — 08/2024
  • Built relationships with developer communities across three Southeastern US cities, landing 4 event sponsorships in six months — including a multi-year platinum sponsorship with a major polyglot & cybersecurity conference.
  • Accepted to speak at four major conferences in six months on support operations, support engineering, and technical learning — one talk voted 2nd favorite at the Carolina Code Conference.
  • Built Node.js and Remix demo apps showcasing managed Postgres, S3-compatible storage, and self-hosted LLM instances; helped drive a 4× increase in content cadence.

Manager, Premier Support

Zapier · Remote

08/2022 — 02/2024
  • Managed a global team of leads across NA, EMEA, and APAC (up to 16 indirect reports), coaching on conflict resolution, career growth, and performance.
  • Ran live screen-share support experiments that lifted CSAT response rate 192%, cut resolution time 1.6 days, and held 100% CSAT over eight weeks.
  • Built a queue-volume alerting system that saved 100+ hours of specialist time in its first quarter, and led a ticket-complexity initiative that set up a team restructuring for greater efficiency.

Manager, Developer Operations Support

Coinbase · Remote

05/2022 — 06/2022
  • Analyzed community systems, processes, and API documentation for developers building on Coinbase products to identify utilization and engagement opportunities.

Senior Manager, Platform Support & Operations

Vox Media · Atlanta, GA

01/2020 — 05/2022
  • As the sole Senior Manager alongside the Support Director, built reporting infrastructure from scratch and developed plans to absorb support for acquired products.
  • As primary Zendesk admin, created a new support taxonomy and automated routing that cut manual triage time 70%.
  • Earlier: Senior Platform Support Specialist, Operations
  • Led a full knowledge-base audit and KMS migration, and redesigned onboarding — contributing to a 20% reduction in high-severity incidents.

Manager, Technical Support Engineers

Mailchimp · Atlanta, GA

04/2013 — 01/2020
  • Scaled the overnight support engineering team from 2 to 8 over five years, supporting international API, CRM, and e-commerce integration queues and leading technical escalations and incidents.
  • Led the overnight team through a company-wide restructuring to BPO-managed support, ensuring continuity of operations.
  • Built an internal training and mentorship pipeline — onboarding 10 engineers, promoting 4, and driving up to a 50% increase in internal applicants for support engineering roles.
  • Earlier: Senior Technical Support Engineer · Product Support Specialist