Ian Stephens

Background

About Ian Stephens

A Team Manager and Lead with deep technical support experience across API and SaaS environments. As a founding member/leader of a Tier 3 support team, wide knowledge was acquired across various API languages (PHP, Python, DotNet, Ruby, Javascript), this background was leveraged in guiding and mentoring junior engineers within the technical support organization. Further achievements include development of best practice guidelines for building API test environments for technical support specialists, team training in technical support issue triage and troubleshooting. Cross-functional initiatives included drawing plans for a Technical Support Operations team for leadership review, and oversight of support team requirements related to New Product Introductions. Based on several years background in a remote worker environment, several related administrative skills have been acquired. Skills such as Slack communications, Google Suite along with conducting presentations, remote team management meetings and "one-on-one's" with individual team direct reports.