RC Maples
Manager, Support Engineering at FullStory
Atlanta, United States

Accomplished support engineer, data-driven and impact led, with a deep empathy for customers. A servant leader dedicated to fostering growth and a demonstrated history advocating for customers. Expert troubleshooting and critical thinking with an eye for detail and results driven performance.

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Top 3%
Associate Developer
Top 100
United States
Top 10
United States
Highest experience points: 0 points,

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List your work history, including any contracts or internships
4 years 11 months
Remote | Atlanta, GA Current workspace
Currently RC Maples supports the FullStory

RC Maples's scores will be added to this company.

Manager, Support Engineering
Feb 2022 - Present (2 years 4 months)
• As a member of the Mobile Council, took a data-driven approach to understanding the challenges and opportunities presented by our Mobile SDK. This cross-functional group included leaders from Engineering, Sales, Product, CX, and RevOps. We're working to further the company's objectives and improve the customer experience and user engagement.
• Continued growing the Support Engineering team with a highly talented and empathetic group of folks.
• Worked closely with the mobile engineering manager and mobile PM to pull reports and data related to customer escalations, presenting out findings to the head of product and other executive leadership.
• Worked cross-functionally and coordinated internal resources to ensure we provided an excellent customer experience at every touch point.
• Managed numerous incidents and drafted mass emails for important updates and alerts.
Golang javascript python ReactJS typescript
Support Engineering Team Lead
Aug 2021 - Feb 2022 (6 months)
• Built a full stack application to manage the team schedule and automatic case assignment. This project was originally built with a Node/Express backend with MongoDB and the frontend was built with React and Material UI. Later, this project was refactored to use a Go backend and Google Datastore to bring it into the company's tech stack.
• As a hybrid IC/People Manager, I led a small team with a focus on their growth and development. Held weekly one-on-ones, guided OKR work, looked for projects my team could plug into to elevate their skills and station in the company.
• Led the search for our first international hires in APAC and EMEA regions, growing the team to a total of 5 across the globe.
• Worked with Sales and Renewals, managing escalations for their prospects in order to help close deals.
• Worked with internal and external executive leadership to understand deeply technical issues and their impact.
javascript typescript python
Principal Support Engineer
May 2019 - Aug 2021 (2 years 3 months)
• Led customer-facing bug escalation prioritization, ensuring all stakeholders had necessary visibility into the escalation's lifecycle.
• Laid the groundwork to ensure Customer Support is able to provide high quality support to our Mobile SDK customers as it went GA.
• Became primary point of contact for supporting our mobile SDK. Introduced reporting for SDK related support requests.
• Developed training material to get other Support Engineers up to speed on using our mobile SDK.
• Built reports combining data from Zendesk and engineering's backlog.
• Built internal tools to increase the Support team's efficiency.
• Maintained exceptional customer satisfaction scores with consistent high queue throughput.
javascript python html css
1 year 5 months
Remote | Atlanta, GA
Team Lead, Tier 2 Support
Oct 2018 - May 2019 (7 months)
javascript ReactJS sketch html css
Senior Support Engineer, Tier 2
Sep 2018 - Oct 2018 (1 month)
javascript html css
Support Engineer, Tier 2 Support
Dec 2017 - Sep 2018 (9 months)
javascript html css
Add some compelling projects here to demonstrate your experience
shftr is a full stack application that enables skills based random ticket assignment for support agents in Zendesk. The UI is built in React + Material UI. Originally, the backend was written in Node/Express with MongoDB. The backend has since been refactored in Go and now utilizes Google Datastore in place of MongoDB. The latest iteration of this app has removed the front end and we've wired the backend into a 3rd-party workforce management tool.
React golang javascript mongodb nosql
This section lets you add any degrees or diplomas you have earned.
Middle Tennessee State University (MTSU)
BS, Electronic Media Production
Jan 2003 - Dec 2006
Studied Television Production, DVD Authoring, Media Creation, News Station operations and video engineering.
Fullstack Flex
Jan 2018 - Dec 2018
FullStory Fundmentals
Jul 2022

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