Shane Weber
Director of Technical Support @Redpanda Data
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WORK HISTORY
Director of Technical Support @Redpanda Data
Grew the team to 10 engineers globally- Developed and maintained headcount roadmaps, factoring variable growth numbers and increasing product scale- Increased CSAT response rate from 4% to 18% through integrations in Slack- Brought maturity to our [Support Portal](https://support.redpanda.com/hc/en-us) by publishing our Policies, Supported versions document, and updating the navigation- Developed a 3 month 3 part onboarding plan for new hires- Created team goals to align with company OKRs and maintain a high standard of support- Updated and implemented internal ticket SLAs to increase customer satisfaction- Exceeded all team KPIs, including 99% CSAT, 99% First response SLA and 95 reply SLA attainment- Reduced expected 2025 Ticket volume by 15% by implementing a first response AI chatbot, funneling product enhancements to engineering and using KPIs to drive more and better public documentation- Developed an internal tooling resources, and managed the creation of Support specific tooling, reducing time spent on tickets up 30 minutes per ticket, and automatically mining diagnostic bundles for useful proactive customer information.
EDUCATION
Missouri Western State University
Bachelor's degree, Computer Information Systems
SKILLS
ABOUT SHANE WEBER
Director of Support | Redpanda Data
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