Jeanie Swan
Strategic Technical Liaison & De-escalation Expert | 25 Years Building Trust & Managing Crisis at Enterprise Scale
- Role
- Senior Premier Support Engineer at Zendesk
- Location
- Coos Bay, OR, US
- LinkedIn followers
- 500 followers
About Jeanie Swan
I am a Strategic Technical Liaison and De-escalation Expert with over 25 years of proven success operating at the Enterprise scale. My professional superpower is being the warm, friendly interface and strategic translator between those that make software and those who use it. I excel at translating complex technical challenges for executive and end-user audiences while representing the customer\'s needs to the engineering teams.I approach every interaction by cultivating emotional intelligence and empathy, making me the calm center in the storm during high-stakes situations. I thrive on Technical Curiosity, solving complex cross-product puzzles, and operating in a \"Spec Ops\" capacity for high-visibility Enterprise accounts with intricate needs.My leadership ethos is built on Servant-Leadership values and leading through action. I mentor newer teammates using an \"I do/You watch, We do, You do/I watch\" approach, fostering a culture of failing forward—where mistakes are valued as lessons and not repeated. I can help evangelize a vision from leadership to the rest of the team.In short, I am dedicated to leveraging my deep technical knowledge and advanced leadership skills to drive customer loyalty, minimize business risk, and formalize best practices in incident and escalation management.
Experience
Senior Premier Support Engineer
Mar 2022 — Present
Education
Corban
BS, Elementary Education
1986 — 1989
Portland Community College
CIS, Computer Information Systems
2001 — 2008
Skills
- Change Management
- Database Administration
- System Administration
- Customer Service
- Troubleshooting
- Pvcs
- Configuration Management
- Agile
- Enterprise Software
- Windows
- Software Configuration Management
- Customer Relations
- Sql
- Operating Systems
- Html
- Solution Selling
- Databases
- Java
- Microsoft Office
- Administration
- Unix
- Business Process
- Linux
- Sql Server
- Quality Assurance
- Professional Services
- C++
- Documentation
- Product Management
- Scrum
- Tomcat
- Integration
- Agile Methodologies
- Software Documentation
- Crm
- Saas
- First Aid
- Cpr Certified
- Aed
- Conflict Management
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