Michael Opry
Technical Support Engineer @Xbow
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WORK HISTORY
Technical Support Engineer @Xbow
Houston, TX, US
Joined XBOW as the first Technical Support Engineer, responsible for establishing the foundation of the company’s customer support function for an AI-driven autonomous pentesting platform. Focused on delivering high-quality technical support while building the workflows, tooling, and documentation required to scale support operations as the company grows.Key Responsibilities & Focus Areas: Serve as the primary point of contact for customer-initiated technical support across the XBOW platform Troubleshoot SaaS platform issues including authentication, access configuration, scan execution behavior, and results visibility Reproduce reported issues, isolate root cause, and partner with Engineering and Product to drive resolution Establish initial support processes including triage workflows, escalation paths, and case management standards Create internal troubleshooting guides, runbooks, and customer-facing knowledge base documentation Partner with Customer Success, Product, and Engineering to improve product reliability and customer outcomes Identify recurring product friction and opportunities for automation or operational improvements Build the foundation for a scalable support organization as XBOW continues to grow
EDUCATION
Lamar Institute of Technology
Associate of Arts and Sciences (A.A.S.), Computer Systems Networking and Telecommunications
Lamar University
Bachelor of Business Administration (B.B.A.), Management Information Systems, General
SKILLS
ABOUT MICHAEL OPRY
I’m a technical support and application security professional with 15+ years of experience in enterprise technology support, including 6.5 years in the Application Security industry at WhiteHat Security.Throughout my career I’ve focused on building and scaling technical support operations for complex security platforms. I’ve led global teams supporting DAST, SAST, and Mobile security solutions, managed complex enterprise escalations, and partnered closely with Engineering and Product to troubleshoot issues, improve reliability, and strengthen support processes.Today I’m a Technical Support Engineer at XBOW, where I’m helping establish the foundation of the company’s support function for an autonomous AI-driven pentesting platform. My work focuses on technical troubleshooting, customer support operations, and building the workflows, documentation, and processes required to scale support as the company grows.I’m passionate about solving complex technical problems, improving operational efficiency, and building systems that help teams deliver reliable support at scale.
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