Tanner Vass

Enterprise B2B physical security platform; 31,000+ customer orgs (100+ Fortune 500) across 171 countries; $1B+ ARR, 30% YoY growth.

• Lead 7 workstreams across 18 production services - escalations, systems engineering, bug triage, data, KB, enablement, and hardware betas. 8 directs, 2 of whom are managers. Customer Effort Score: 96%.
• Built a manager pipeline: 5 former direct reports are now managers. Conducted 1,000+ hiring interviews over tenure.
• Led the Anthropic Claude rollout across Support; built an internal Claude-agent fleet handling ~200 daily bug-triage and docs queries. Customer-facing AI now resolves ~25% of inbound chat conversations.
• Drove ~$1.4M of annualized AI-portfolio impact across RMA automation, chat deflection, case summarization, and firmware audits.
• Work directly with Verkada's largest customers and their account teams: helped design the Named Support Contact offering and own the sales-driven escalation process when standard support stalls.
• Own customer-facing outage response (~1/week): status-page comms and strategic-customer outreach with Sales and CS.

• Managed up to 26 engineers and supervisors across the US and Australia on a 100k+ ticket/year service.
• Stood up Verkada's Asia-Pacific support function from a single hire to enable follow-the-sun delivery. 9 hires at 30-day average time-to-hire, 100% six-month retention, idle handoffs cut 30%. Transitioned the team to a regional manager I hired and developed, now Head of Sydney Office.
• Restructured Escalations-Engineering from hand-off relay to diagnostic partnership; facilitated 31 engineering ride-alongs.

• Ran beta programs for 5 camera models and dozens of features with 1,000+ customers.
• Designed the bug-escalation process that became the precedent for the formal Eng/Support triage; cut bug time-to-fix 75%.