Everett Humphreys

About Everett Humphreys

As a Support Engineering Manager at Tricentis, I am passionate about analyzing complex…

Experience

1. Support Engineering Manager

   Tricentis

   Jun 2022 — Present

   I built the Support Engineering team for the Americas, covering all Tricentis products (qTest, Neoload, Tosca, TTA, etc). In its first year, Support Engineering resolved 85% of all cases routed to them. Simultaneously, R&D\'s defect acceptance rate rose to more than 95%, marking a sharp increase in quality and analysis for tickets raised by Support. This translated to huge cost savings for the company, as Support Engineering was able to filter out most noise. I regularly manage multiple complex projects at a time while setting and reaching short and long-term goals. Examples include: rolling out a Status Page for all SaaS products, rolling out PagerDuty, overhauling Support\'s internal training and documentation repo, rolling out an incident management process, absorbing three new products, standardizing and simplifying Support\'s ranking process for enhancement, and overhauling case workflows to improve measurability.