M. Emily Chang

• Provided support across a portfolio ranging from SMB to enterprise customers with up to $9M ARR, adapting communication and urgency to account tier and business criticality.
• Authored 125+ documentation and handbook updates across GitLab's knowledge base, helping users resolve issues without creating tickets.
• Developed internal support tools adopted by the wider team, including a PostgreSQL Connection Calculator for planning database connections in dual-database deployments and a Time Zone Converter for coordinating across distributed teams.
• Triaged support cases across multiple channels including GitLab issues, analysing application, database, and system logs to diagnose root causes — collaborating with Engineering to reproduce bugs and ship fixes when escalation was needed.
• Led 600+ cross-regional pairing sessions to share knowledge across regions and speed up issue resolution.
• Participated in 24/7 on-call rotation supporting self-managed installations across diverse architectures (Linux, Docker, PostgreSQL, Kubernetes) and cloud platforms (AWS, GCP, Azure).
• Contributed to hiring pipelines by reviewing 50+ technical assessments and conducting 8+ technical interviews as the support team scaled.

Technologies used:

• Git
• Zendesk
• GitLab
• Linux
• Docker
• PostgreSQL
• Ruby on Rails
• Kubernetes
• AWS
• GCP
• Azure
• Terraform
• Ansible

• Maintained 99.95% server uptime across Linux and Windows environments, supporting 3,000+ developers through ITIL Incident and Problem Management.
• Worked in virtual team with members from Germany and Latvia to maintain servers, automate processes and provide infrastructure support for Atlassian products (upgrades, migrations and monitoring) hosted on company's servers.

Achievements:

• Upgraded and migrated Jira and Confluence applications with over 3,000 users to a new server, cutting client downtime by 40% during scheduled maintenance windows.
• Automated routine server tasks with Bash and PowerShell scripts, reclaiming hours of manual effort per week for the operations team.
• Rewarded STAR Award for receiving recognition from Head of Department, Custom Application Services in Germany.
• Crowned Champion in Innovation Day 2019 (Go Green app mockup), 1st Runner-up in 2020 (Healthy lifestyle app mockup) and 2nd Runner-up in 2018 (Auto-alert system used during emergencies).

Technologies used:

• Linux
• HPSM
• Atlassian products
• Powershell scripting
• Bash scripting
• PostgreSQL
• UCMDB

• Developed custom functions for an end-to-end loan management system using PHP, Oracle PL/SQL, and IBM DB2, improving processing efficiency for a public sector client.
• Designed the structure of the website templates using HTML/CSS to improve efficiency in setup webpages.
• Gathered business requirements from users and stakeholders during User Requirement phase.

Achievements

• Produced 300+ pages of Software Requirements Specification document including process flow and business description within 3 months.
• Served as Scrum Master, coordinating sprint cycles and backlog prioritisation.
• Was selected to voice the IVR system for company hotline.

Technologies used:

• PHP
• IBM DB2
• Oracle PL/SQL
• AdoDB
• PHPlens
• AJAX
• Microsoft Visio

• Tested over 200 traps for OMNIBus Integration and complete build a week ahead of schedule.
• Reduced testing time by writing automated test scripts for new product, Cloud Event Management using Mocha framework.
• Recommendation Letter available here

Technologies used:

• JavaScript
• Mocha
• Datadog
• eclipse