Jacob Truman
Solutions Engineer
Cornelius,NC
Summary
Results-driven Solution Engineer with extensive experience delivering impactful results through effective project collaboration. Skilled in problem-solving, systems integration, and client engagement to achieve optimal outcomes. Strong communication and analytical abilities enhance contributions to high-performance teams.
Overview
10
10
years of professional experience
Work History
Solutions Engineer, Technical Support
Reify Health
03.2024 - Current
- Incident Management & Cross-Functional Leadership: Served as primary technical liaison between Engineering, Product, and Customer Success, leading internal and external cross-functional response communications for 15 critical incidents.
- Observability & Telemetry: Leveraged DataDog to investigate complex platform errors via Traces, Logs, and Real User Monitoring (RUM); engineered Frustration Signal alerts and custom dashboards to enhance issue detection and resolution.
- Observability & Telemetry: Leveraged DataDog to investigate complex platform errors via Traces, Logs, and Real User Monitoring (RUM); engineered platform-wide Frustration Signal alerts, custom dashboards, and monitoring tools.
- Incident Management & Cross-Functional Leadership: Led technical communications as primary liaison between Engineering, Product, and Customer Success for 15 critical incidents, ensuring timely resolution and stakeholder alignment.
- API & Code Contributions: Performed light software engineering to implement high-impact UX improvements for international users and educated newly onboarded software engineers on internal API architectures.
- Knowledge Base & SME: Created internal technical documentation as Subject Matter Expert across all product modules, publishing sanitized versions to public knowledge base to improve user access to information.
Sr. Technical Support Representative
Reify Health
08.2022 - 03.2024
- Founding member of the Technical Support team
- Deflected 675 of 1,054 support tickets from Engineering, reducing workload on development team
- Primary liaison between Customer Success, Engineering, Product, and users
- Facilitated communication for 15 internal and external incidents.
- Utilized SQL and AWS Redshift to execute ad hoc reporting requests, alleviating pressure on Engineering resources
- Experience in DataDog to investigate user issues via Traces, Logs, RUM, creations of Dashboards and Alerts. Implemented Frustration Signal alerts used platform wide
Customer Support Advocate (CSA)
ServicePro – A ServiceTitan Company
04.2021 - 08.2022
- Received, replicated, and resolved software errors in a timely manner, escalating to the appropriate engineers.
- Received, replicated and resolved software errors in a timely manner, escalating to the appropriate engineers when needed.
- Served as sole CSA for one of largest clients, leading update calls, attending quarterly on-site meetings, and providing software training.
Software Support Specialist
DataBasics
09.2019 - 04.2021
- Executed SQL data fixes and developed SQL queries for analytic utilities utilized by clients and coworkers.
- Collaborated with engineers to deliver feedback on effects of code changes.
- Resolved complex software support tickets, restoring user access and minimizing workflow disruptions.
- Diagnosed application errors across integrated systems, identifying root causes and delivering clear fixes.
- Documented troubleshooting steps, building knowledge base resources for consistent support responses.
Groundskeeper
Bridgewater College
05.2018 - 08.2018
Transportation Aide
Maine Department of Transportation
05.2016 - 08.2017
Education
BS - Computer Science
Bridgewater College
Bridgewater, VA05-2019
Skills
SQL data analysis
Incident management
Process documentation
Rapid Literacy of Software
Analytical problem-solving
Client relationship management
Interests
Dog Training, Home Renovation, Fly Fishing, Golf
Timeline
Solutions Engineer, Technical Support
Reify Health
03.2024 - Current
Sr. Technical Support Representative
Reify Health
08.2022 - 03.2024
Customer Support Advocate (CSA)
ServicePro – A ServiceTitan Company
04.2021 - 08.2022
Software Support Specialist
DataBasics
09.2019 - 04.2021
Groundskeeper
Bridgewater College
05.2018 - 08.2018
Transportation Aide
Maine Department of Transportation
05.2016 - 08.2017
BS - Computer Science
Bridgewater College