Harrison Vance

Customer onboarding, product demos, and technical operations for a trading platform built on Turnkey and Hyperliquid.

• Onboard new users, run product demos, and serve as their regular technical point of contact.
• Resolve API, authentication, and transaction-signing failures for trading-platform users, owning integration troubleshooting across Turnkey and Hyperliquid.
• Built n8n, webhook, and internal workflow automations to scale customer and support operations without adding headcount.
• Built real-time outage alerting and status visibility, so production issues surface internally before a customer reports them.
• Authored repeatable triage paths for high-severity incidents and handed engineering isolated bugs, validation scripts, and exact reproduction steps.

Customer onboarding, implementation guidance, API troubleshooting, and Tier 2 technical support.

• Onboarded customers and ran product demos as their technical point of contact across evaluation and deployment.
• Authored a 10-article customer-facing knowledge base translating complex product behavior into clear implementation and integration guidance.
• Used Chrome DevTools, Postman, cURL, network traces, Datadog, and Splunk to isolate root causes and deliver high-fidelity engineering bug reports.
• Kept standard technical issues away from core engineering by owning Tier 2 workflows, troubleshooting API failures, and building repeatable triage patterns.

Operations and systems support across regulated, customer-facing workflows.

• Maintained daily METRC operations and systems compliance across user-facing workflows, account administration, and issue resolution under strict HIPAA and privacy requirements.

Production diagnostics agent that turns incident evidence into ranked hypotheses, recommended checks, and escalation notes.

• Serves identical logic over REST and the Model Context Protocol (MCP) from one deploy.
• Bedrock calls are traced with OpenTelemetry GenAI conventions to Langfuse; the deployed demo runs in mock mode.

Four n8n workflows authored as version-controlled TypeScript and compiled to importable JSON, with CI failing on source/artifact drift.

• Three workflows call real systems, including live JSON-RPC into the Bedrock agent's MCP tool.

Mock-fixture integration diagnostics agent that classifies failed EDI transactions, ranks evidence-based causes, drafts a customer reply, and proposes a fix.

• Runs as a CLI, REST API, MCP tool, and Claude Code skill; an n8n workflow turns an Intercom ticket into a triage note.

Hands-on Production & Support Engineering course with 26 symptom-only customer ticket exercises across 9 tracks.

• CI verifies every exercise fails while broken and passes when fixed against real Docker and kind clusters.

Four customer-facing API incidents reproduced locally: revoked key, insufficient scope, wrong route, and rate limit.

• GitHub Actions assertions verify each diagnosis.