Brian Green

About Brian Green

Impact oriented support leader with 12 years of experience solving unique challenges and communicating technical concepts across industries and company size – from hyper-growth startups and established enterprises. Focused on operational excellence through critical thinking, cross-functional collaboration, and finding root causes in novel and ambiguous environments. With the rise of LLMs and agentic AI, I\'ve grown into an internal AI subject matter expert — troubleshooting AI performance, building tools, and automating workflows to reimagine what scalable support can look like.

Experience

1. Principal Premier Support Engineer

   Zendesk

   Mar 2022 — Present · San Francisco, CA, US

   Founding member of the Principal team; manages a portfolio of accounts representing $10M+ ARR, including 2 of Zendesk\'s 10 largest revenue sources. Reduced handle time and response time for these clients with a customer centric approach.– Translating business requirements into platform configuration, bespoke workflows, and technical guidance with a goal of increasing adoption and value for clients.– SME Areas include AI platforms: troubleshooting generative code tools, reducing hallucination, orchestrating agentic AI and deterministic workflows; amongst other LLM-based features. Salesforce integrations. REST APIs, and business logic. Mandate to quickly digest acquired company offerings and platforms for guidance.– Operations: Automate and develop processes in a cross-functional environment, build tools, and create internal documentation with tutorials. – Current project: Multi-agent AI troubleshooting bot for a high handle time and complex feature; with the goal to significantly reduce handle time and deflect repetitive escalations.– Designed and maintained internally and externally visible dashboards using BI tools and Datadog for rapid data analysis.– Declaring and reproducing on-call incidents, maintaining communications, writing post mortems and representing customer impact in retrospectives to drive systemic improvement.

Education

• University of California, Berkeley

  B.A., Political Science

  2006 — 2009

Skills

• Bootstrap
• Data Modeling
• Facebook Api
• Crm
• Twitter Api
• Jquery
• Excel
• Salesforce.com
• Front-End Development
• Sso
• Oauth
• Mysql
• Linux
• Cpanel
• Html
• Shell Scripting
• Os X
• Zendesk
• Technical Support
• Javascript
• Git
• Technical Documentation
• Client Services
• Saml
• Json
• Css
• Bash
• Saas
• Tcp/Ip
• Wordpress
• Customer Support
• Ruby on Rails
• Jira
• Database Admin
• Nginx