I build customer support experiences that remove friction for customers and make the system behind them easier to measure, harden, and improve.

I’m based in Melbourne, and I work best on teams that care about customer outcomes, product quality, and reliability in equal measure.

Product impact

At Cash App and Square, I have focused on simplifying support so customers can solve problems with fewer dead ends and less advocate intervention.

• Unified Support Home, chat, dispute, and article journeys around transaction-aware flows.
• Shipped guided self-serve features such as read-only receipts, better transaction selection, and clearer next steps from support content.
• Delivered measurable outcomes including a 1.1% improvement in 48-hour support-chat closure and a 3.37% reduction in claims initiated.

System stability

I treat observability as part of the product, not as cleanup after the launch.

• Implemented mobile observability systems such as Cash User Journey and CDF events so teams can track customer behavior, failure modes, and journey health with better precision.
• Built and tuned Datadog RUM metrics, SLOs, dashboards, and alerts for Support Home, Support Chat, disputes, and bot latency.
• Used those signals to guide rollbacks, harden launches, bring Support Home back under a 2-second p90, and sharply reduce crash rates.

AI advocacy

I care about practical AI adoption that helps teams move faster without lowering the bar on engineering quality.

• Organize AI meetups and share day-to-day practices that make AI genuinely useful for engineers.
• Write reusable skills and productivity helpers that turn repeatable work into faster, more reliable workflows.
• Prototype AI-enabled support experiences, including voice input, AI search instrumentation, and cleaner analytics around automated support behavior.

What I’m looking for

I work best with teams that:

• Care about measurable customer outcomes
• Treat quality and reliability as part of product work
• Value collaborative problem solving across engineering, product, design, and operations
• Want to apply AI thoughtfully instead of chasing hype

If you work somewhere that’s looking for an engineer who can bridge product thinking, mobile implementation, observability, and practical AI adoption, send me an email.