Ivanย Lay
Head Of Support at Smarter Technologies
Austin, Texas Metropolitan Area United States
Summary
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Top SchoolIvan Lay is a customer support leader with a decade of experience building scalable, cross-functional support operations for B2B SaaS and enterprise customers. As Head of Support and former Atlassian Enterprise Support lead, he has driven strategic transitions (Server to Data Center/Cloud), standardized escalation processes, and launched coaching-led case review programs that scaled company-wide. He blends technical troubleshooting depth (Linux, networking, databases) with strong program managementโdesigning SOPs, KPI reporting, and tooling that reduce downtime and improve IRTs. A former founder and early web developer, he brings product-minded empathy to operational change, turning gaps into roadmaps that uplift global teams. Based in Austin, heโs known for quiet, practical leadership that boosts morale while delivering measurable efficiency gains.
10 years of coding experience
17 years of employment as a software developer
Computer Science, Computer Science at University of Montana
Github Skills (8)
selenium7
python7
react6
meteor5
automation5
apollo5
graphql4
server-rendering1
Programming languages (1)
Github contributions (5)
ivanlay/pokeclicker-automator
Jun 2021 - Oct 2022
Some automation scripts for pokeclicker.com
Contributions:2 reviews, 15 commits, 5 PRs in 1 year 3 months
pythonautomationpokeclickerseleniumautomation-scripts
ivanlay/js-dev-env
Nov 2017 - Dec 2017
Contributions:20 pushes, 1 branch in 12 days
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