Mark Sama

Technical lead of the Customer Project Reliability sub-team within Engineering Services. Maintain and expand several core codebases that provide proactive alerting to over 100 key customers, providing confidence in the product and safeguarding $100M+ in annual revenue.

Key engineer on the XMP-Provo Engineering Services team, delivering 4-10 SOWs consistently yearly that each bring in $10k-$30k on their own, and are the lynchpin in securing contracts in excess of $1M.

One of three engineers able to assist US-only clients for XM Discover, completing crucial tasks that secure $10M+ contracts and ensure future business.

Was promoted to being a Support Engineer after spending a year as a product specialist.

Core member of the Customer Program Reliability team and put in place core processes for handling tickets, small code improvements/bug fixes, and document write-ups that were utilized by TPMs.

Worked daily to handle 22 client interactions each work-day, which included a mix of phone support, email support, and instant chat support.

All of which was to provide product support to end-users, some of whom were students, but some of whom were upper level data specialists at large corporations.

In charge of the Mobile SDK support team that provided specialized assistance in using our SDK for mobile apps written in Java, Kotlin, and Swift for iOS.