KATALON
2025 - Present
Product Engineer
- Own the Katalon Support Assistant end-to-end as Product Owner and Engineering Lead — driving product vision, roadmap, scoping, and cross-team alignment while delivering the technical design and implementation
- Architect and ship a multi-agent LLM system (LangGraph, LangChain, Anthropic Claude) that routes queries across documentation, live web search, and Salesforce CRM, reducing support case volume by 30%
- Build and operate AWS infrastructure (ECS, ALB, S3, DynamoDB, CloudFormation) with ArgoCD GitOps pipelines and separate QA/prod environments — handling deploy, observability, and on-call
- Design and ship additional internal and customer-facing AI tools that automate support workflows, knowledge-base authoring, and ticket triage for both employees and end users
- Instrument production observability — structured logging, LLM call tracing, Slack alerting, and post-conversation CSAT — and feed signals back into prompts, retrieval, and routing for continuous quality improvement
- Partner with Product, Engineering, and Account Management to translate customer feedback into prioritized backlog items, write PRDs and acceptance criteria, and run release planning
- Maintain and expand the knowledge base with high-value FAQs and support articles, strengthening customer self-service and AI retrieval quality
- On-site/Remote
- Product Engineering
- AI/LLM
- DevOps
- Product Owner