About Me
Nice to meet you!
I'm an Irish Technical Support Engineer based in Spain, with 6+ years of experience in SaaS and API-first environments.
I hold a BSc in Computer Science and Information Technology from the University of Galway. I specialise in HTTP/REST debugging, internal tooling, and customer-facing technical support — consistently rated above 92% CSAT.
Experience
Postman
Sep 2023 – PresentTechnical Support Engineer
- Maintained 92%+ CSAT handling complex API and HTTP debugging across enterprise accounts
- Built Log Analyser — a Next.js tool for HAR file timeline and pattern analysis, adopted team-wide
- Hired and onboarded 4 engineers, compressing ramp time from one month to the first week
- Represented support on solutions engineering calls with enterprise prospects
Primer
Aug 2022 – Dec 2022Technical Support Engineer
- Debugged payments API integrations across JavaScript and REST-based merchant implementations
- Built DataDog dashboards and Slack alerting for real-time payment health monitoring
Intercom
Jun 2019 – Jun 2022Technical Support Engineer
- Resolved 40+ tickets per week against a team KPI of 23
- Established a structured Support–Product feedback loop to surface recurring issues upstream
Projects
Log Analyser
Internal tool for Postman's support team to triage HAR files from Zendesk tickets. Uploads a HAR file via ticket URL, automatically redacts sensitive data (auth headers, cookies, tokens, POST body secrets), and surfaces a clean, readable view for debugging. Adopted team-wide.
Payment Health Monitoring
Observability tooling for Primer's payments infrastructure. Built DataDog dashboards to track transaction success rates and error patterns across merchant integrations, with Slack alerting to surface degraded payment flows in real time.
Skills
Languages
- JavaScript
- Python
- Java
- HTML & CSS
Frameworks
- React
- Next.js
- Ruby on Rails
- REST API
Tools
- Postman
- DataDog
- Graylog
- Zendesk
- Intercom