Jacob Lee
Sr US Support Engineering Manager, Humio at CrowdStrike
Seattle, Washington, United States
Summary
🤩
Rockstar🎓
Top SchoolJacob Lee is a seasoned support engineering leader with 12 years of experience building high-performing teams and operational systems for fast-growing SaaS products, currently managing Humio support at CrowdStrike from Seattle. He combines hands-on technical troubleshooting, Zendesk/Salesforce integrations, and metrics-driven operations to reduce time-to-resolution and improve CSAT while scaling headcount and migrating support platforms through acquisitions. Jacob has repeatedly designed VIP support programs, escalation policies, and automation scripts that turned ad-hoc work into productized services and measurable outcomes. He brings cross-functional fluency—partnering with engineering, sales ops, and product—to prioritize customer-impacting issues and streamline incident workflows. An active community contributor and presenter at Support Driven, he also contributes technical documentation to high-profile repos like Twilio SendGrid’s docs, reflecting a detail-oriented approach to customer-facing knowledge.
12 years of coding experience
11 years of employment as a software developer
Bachelor of Science, Maritime Administration, Bachelor of Science, Maritime Administration at Texas A&M University Galveston Campus
Stackoverflow
2,215reputation
189kreached
96answers
0questions
Github Skills (15)
markdown10
api-documentation10
markdown-it10
documentation10
e-mail9
uia8
json6
java6
heroku6
nodejs6
php6
sendgrid6
laravel6
ruby-on-rails6
webservice6
Programming languages (11)
Github contributions (5)
sendgrid/docs
Oct 2013 - Nov 2019
Repository of Twilio SendGrid's product documentation.
Role in this project:
Technical Writer
Technical WriterContributions:138 commits, 42 PRs, 1 push in 6 years 1 month
Contributions summary:Jacob primarily contributed to the documentation of SendGrid's product. Their work includes adding notes, warnings, and clarifying information within the documentation. The user reorganized the index page, updated examples, and modified the layout and wording of existing pages. The edits focus on improving the clarity, accuracy, and organization of the documentation.
gatsbyreactstatic-sitetwiliouiux
jacobmovingfwd/warmup-reps
Aug 2016 - Dec 2021
Calculate warmup sets, reps and weights for strength training programs like Starting Strength.
Contributions:8 PRs, 12 pushes, 5 branches in 5 years 4 months
weightsstrengthtrainingprogramscalculate
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