Dylan Baumann
Senior Customer Success Engineer @Pantheon
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WORK HISTORY
Senior Customer Success Engineer @Pantheon
San Francisco, CA, US
Utilized technologies such as Integrated Composer logs, NGINX/PHP logs, New Relic monitoring, Solr, Redis, and Git debugging to resolve site issues.• Designed and implemented a standardized approach for support handoff notes throughout the entire department, creating clear communication across teams and time zones.• Participated in weekly calls with our UX Research team as the Customer Support stakeholder to provide insights about our platform\'s tools, customer workflows, and support staff needs to improve product efficiency and usability.• Led efforts to create and maintain comprehensive documentation within the Customer Support team, improving knowledge sharing and efficiency.• Created and managed an internal browser extension to improve Customer Support Engineers\' workflow efficiency across tools such as Zendesk, Intercom, Confluence, and our own Platform Dashboard without taking time away from our Engineering department.• Provided ongoing efforts to improve Pantheon\'s core product via Feature Requests, meetings with Product Managers, UX/Design teams, support management, and ELT leaders to bring attention to product gaps, usability opportunities, and generally making the company a better place for all of its customers.• Debugged and provided support for Pantheon\'s proprietary tooling and services, with a focus on tools such as Autopilot (automatic plugin/theme updates), and performance debugging.
EDUCATION
Southeast Community College
Associate's Degree of Applied Science, Graphic Design
SKILLS
ABOUT DYLAN BAUMANN
I am an experienced Website Performance Engineer and with a long history of working as a WordPress developer, front-end software engineer, and a talented support specialist. I have worked full-time with websites for 14+ years, designing and developing them for both small businesses, as well as global companies who need to be seen as leaders in their online space. Along with building websites, I have worked for the three largest WordPress hosts as a senior technical support specialist, ensuring that customer sites are always running as fast as possible– my goal is to ensure that our customers are educated and equipped with the right tools to make sure their site is optimized for their visitors. These skills are enhanced by my history in both public speaking and graphic design, which shines through in any role that I perform. My years of experience working with clients, customers, and PaaS/SaaS startups has allowed me to enjoy stepping up to the plate to facilitate meetings and facilitate difficult conversations– all while maintain an eye for detail and focusing on finding the best solution for any problems put in front of me.
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