Tanner Vass

San Mateo, CA

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Operations and engineering leader who builds teams, systems, and AI-powered tools that improve customer experience while reducing costs. Specializes in automation, operational scaling, and growing high-performing organizations from the ground up.

Experience

Senior Manager, Technical Support

May 2025 - Present

Verkada -- San Mateo, CA

  • Built an AI chatbot deflecting 30% of inbound cases (validated via A/B testing) and shipped AI-powered case tagging to improve routing accuracy. Automated returns end-to-end (eligibility, approvals, logistics), delivering $2M in annualized savings.
  • Lead five teams (10 reports, including 2 managers) across escalations, systems, bug triage, data, and Asia-Pacific support. Own SLAs, critical incident response, and quality.
  • Built Asia-Pacific coverage from scratch with cross-office handoff tooling; 9 hires at 30-day average time-to-fill, 100% six-month retention, idle handoffs cut 30%.
  • Formalized bug triage with Product and Engineering; standardized incident comms and root cause analysis. Post-mortems closed within 7 days; repeat incidents down 50%.

Technical Support Manager

Mar 2022 - Apr 2025

Verkada -- San Mateo, CA

  • Managed 23 support engineers and supervisors across US and Australia. Conducted 1,000+ hiring interviews, hand-selecting most of the 110-person organization.
  • Maintained 95% customer satisfaction on 100k+ tickets per year; programs and product changes reduced inbound volume by 20%.
  • Raised engineer throughput from 160 to 240 cases per agent per month while improving schedule adherence.

Product Specialist

Nov 2020 - Mar 2022

Verkada -- San Mateo, CA

  • Ran betas for 5 camera models and dozens of features with 1,000+ customers.
  • Built a structured bug escalation process that cut time to implement fixes by 75%.

Key Results

95%

customer satisfaction @ 100k+ tickets/yr

-20%

inbound volume

$2M

returns savings (annualized)

75%

faster bug-fix implementation

Operating Metrics

median first response
30s
median time to resolve
1.6h
SLA attainment
99%
AI-automated cases
30%

Skills

Leadership and org design; incident and escalation management; goal setting and measurement; cross-functional programs; AI/automation in support; data analysis and reporting.

Intercom; Salesforce Service Cloud; BI and observability tools; Python, SQL, Git/GitHub; Linear, Jira; Google Workspace; networking fundamentals (TCP/IP, VLANs, 802.1X).

Education

B.S., Computer Networking & Information Technology

Minor in Business Administration -- University of Wisconsin-Stout, 2017