Customer engineering at the edge.

01 / CONTEXT

The brief

Section operated a global platform for web performance and security. Customers depended on its delivery and protection layers during normal traffic, major campaigns, outages, and denial-of-service incidents. The role required moving between customer engineering, solutions engineering, support, and development.

02 / RESPONSIBILITY

What I owned

• Take difficult customer-facing technical issues through investigation and resolution.
• Support onboarding, CDN configuration, bot management, and integration projects.
• Contribute to dashboards, modules, internal specifications, runbooks, and public documentation.

03 / EXECUTION

How the work was delivered

The work combined direct customer communication with hands-on engineering. I handled incidents affecting major websites and helped resolve competing technical requirements across customer and platform teams. The portfolio names Toyota, Lexus, Coles, and BoxyCharm among the customer environments involved.

The technical stack included Sails.js, React, Grafana, Kibana, Kubernetes, Docker, Varnish, OpenResty, and Lua. Delivery spanned several infrastructure providers and a fully remote team. Zendesk, GitHub, Slack, and shared documentation supported the handoff between incident response, planned projects, and ongoing support.

04 / EVIDENCE

Delivery and evidence

• Delivered customer onboarding, configuration, and solution-engineering work alongside operational support.
• Contributed engineering and documentation to the platform’s customer-facing delivery process.
• Built experience translating high-pressure technical incidents into coordinated customer action.