Jake Astle
Director Of Quality Assurance and Technical Support
- Role
- Director of Quality Assurance and Technical Support Engineers at Canopy
- Location
- Salt Lake City, UT, US
- LinkedIn followers
- 500 followers
About Jake Astle
Quality at the start of the process, not the end. QA in sprint planning, writing test…
Experience
Director of Quality Assurance and Technical Support Engineers
Jul 2019 — Present · Lehi, UT, US
Lead global Quality Assurance and Technical Support Engineers (TSE) organizations, owning technical quality, support escalation, and process design across Canopy’s SaaS platformBuilt and deployed a custom GPT-based Support Reviewer that is now a daily tool for evaluating ticket readiness, drafting replies, and improving handoffs across Support and EngineeringReduced customer bug resolution time by over 50 percent by implementing SLAs tied to bug severity and customer impact, achieving an 88 percent monthly resolution rateCut non-customer bugs by 30 percent through quality standardization, upstream test accountability, and better regression coverageScaled a hybrid QA org with Manual and Automation engineers across the US and the Philippines, using pair testing, async collaboration, and embedded workflows to deliver global quality at speedDesigned and rolled out AI upskilling initiatives for QA and TSE, including prompt libraries, tool usage audits, and team-based GPT workflows that improved communication and troubleshootingCreated the TSE Stars Framework to define performance leveling, technical expectations, and career progression for support engineersLaunched structured ticket quality gates and escalation workflows that shifted TSEs from reactive responders to proactive technical partners embedded in EngineeringBuilt a feedback and visibility loop from TSE to Product and Engineering, enabling faster triage, improved ticket quality, and more reliable bug documentationLead monthly QA Chapter meetings, strategic training sessions, and cross-team retrospectives to drive continuous improvement and operational alignment across eight engineering squadsPartner directly with Product and Engineering leadership to align roadmaps, prioritize fixes, and manage regression risk across all releasesSupport team health and performance through direct mentorship, tailored 1:1s, team surveys, performance tracking, and role-specific leadership development
Education
Utah Valley University
Associate of Science (A.S.)
2004 — 2012
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