Answering technical tickets without waiting on engineering
Used AI to check product code against the docs, so support could find the cause and fix it.
Docs, support, and AI knowledge.
I write and organize help center documentation. I also write the rules AI follows when drafting it, shape the docs so AI tools can read and use them, and test whether the right answer comes back.
Case studies
The problem, what I decided, what shipped, and what the results can and can't tell you.
Reading a support queue for retention
Applied churn and data-quality frameworks to twenty months of support tickets.
When the password is right and the email is dead
Found why customers with the right password were locked out, and wrote the proposal that led to a fix.
Matching the help center to the words customers use
Decided the terms a help center uses, checked them against how customers write, and measured search before and after.
Measuring whether documentation answers correctly
Built an evaluation from real customer questions, and let the data correct my conclusions twice.
Rules for AI-drafted documentation, and why rules aren't enough
Wrote the rules AI follows when drafting documentation, then audited them and found why rules aren't enough.
Restructuring a help center around what readers are trying to do
Restructured nine categories of a 500-article help center around what readers are trying to do.
Turning registry rules into steps customers can follow
Turned ICANN, NIS2, and registry changes into steps customers can follow.
Kind words
From written recommendations by people I've worked with.
Worked together at DNSimple · 2024
“What impressed me the most about Stephanie is her knowledge and expertise in AI. She knows AI inside and out and is always happy to share her knowledge.”
Ole Michaelis · Head of Engineering, 1KOMMA5°
“She demonstrated an impressive ability to take tasks of enormous complexity and size that most others would balk at… Attention to detail is core to success in this field and Stephanie has that in spades.”
Boris Lipchin · Head of Product, Junction
Worked together at Brio · 2022
“Our clients and customers always appreciate their interactions with Stephanie because she genuinely cares about people!”
Micah Garman · Technical Support Lead, Savvas Learning Company
Worked together at Brio · 2022
“It has been an honor working alongside her and getting a free master-class insight on effectively combining hard and soft skills for a successful career path.”
Capucine Neal · Support Team Lead, January Technologies
Mentored at Brio · 2022
“She solves problems quickly and efficiently, writes and updates important training documentation for the team, helps onboard new team members, and goes out of her way to create the best experience possible for our customers.”
Izzy Thornton · Technical Support Engineer T3, Outreach
Worked together at Brio · 2022
Writing samples
Help center articles I wrote, live on support.dnsimple.com.
How-to guides
Steps for getting one thing done.
- Enable DNSSECPrerequisites, configuration steps, and what to expect after activation.
- Implement a Gradual DMARC PolicyMoving safely from monitoring to quarantine to reject.
- Manage TLSA RecordsAdd, update, and remove a TLSA record.
Explanations
Building understanding before anyone clicks anything.
- SPF, DKIM, and DMARC AlignmentWhy authentication can pass and still fail alignment.
- What Is a TLSA Record?Tying a TLS certificate to a domain name through DNS.
- CAA Records and SSL CertificatesA common, quiet cause of certificate issuance failures.
Reference and troubleshooting
Exact values, and what to check when something breaks.
- TLSA Record Format and Components ReferenceThe structure and canonical form of a TLSA record.
- Troubleshoot DNSSECDS records, DNSKEYs, RRSIGs, and NSEC checks.
- Troubleshoot Email AuthenticationDiagnosing SPF, DKIM, and DMARC failures from headers and DNS.
Compliance and hubs
Policy turned into action, and pages that orient a reader.
- NIS2 Contact Email VerificationWhat the EU directive asks of domain contacts, and how it differs from ICANN validation.
- Domain Contacts at DNSimpleA category hub, and the reference example for every pillar page on the site.
- SSL Certificate GlossaryCertificate terms defined in plain language.
About
Before support I worked in hospitals, first as a patient care assistant on a behavioral health unit, then registering patients in an emergency department. That's documentation where accuracy, protocol, and deadlines matter, with people who are often having a very bad day.
It turned out to be the same work in a different building. From IT service desks to a COVID-19 testing company to a domain registrar, the thread has stayed the same: get the details right, and write them down so the next person can too.
Today I split my time between the support queue and the layer underneath it: the documentation and terminology people and AI both rely on, and the AI rules and tests that keep it accurate.
Certifications
- AI for Customer Success Certified: AdvancedCustomer Success Collective, 2026
- Customer Success Metrics Certified: MastersCustomer Success Collective, 2026
- Customer Success Certified: CoreCustomer Success Collective, 2026
- AI Foundations for EveryoneIBM, 2024
- Google Project ManagementGoogle, 2023
Education
- A.A.B., Information Technology, Networking SoftwareCuyahoga Community College · Summa cum laude
- A.A., General StudiesCuyahoga Community College · Summa cum laude
Experience
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2023 – now
Support Engineer · DNSimple
Support, documentation, AI writing rules, and registrar compliance for a DNS hosting provider and ICANN-accredited registrar.
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2022 – 2023
Customer Support Specialist · Brilliant.org
Learner support by email, chat, and social; app bug triage with engineering. Part-time.
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2020 – 2022
Customer Support Manager · Brio Systems
Built the knowledge base, trained new hires, and handled protected health information for a COVID-19 testing provider.
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2020 – 2022
Customer Support Specialist · Loop Support
Contracted support for Brilliant.org and Goldbelly; wrote macros and reported on support trends. Part-time.
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2017 – 2020
Service desk and contact center roles · KeyBank, Sherwin-Williams, Michaels
Phone, chat, and email support at volume, in ServiceNow and Salesforce.
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2011 – 2017
Patient access and patient care · University Hospitals Cleveland
Emergency department registration and behavioral health care. HIPAA-compliant records under pressure.
Documentation
Docs as code, Git and GitHub, Markdown, Diátaxis, controlled vocabulary, knowledge bases
AI
Claude Code, Cursor, AGENTS.md and rules files, llms.txt, AI search, retrieval evaluation
Domains and DNS
DNS, DNSSEC, domain transfers, SSL/TLS, ICANN and NIS2 compliance, email authentication
Support tools
Front, Zendesk, Help Scout, Jira, Stripe, Airtable
Let's talk.
If you're working on documentation, support, or putting AI to work, I'd love to hear about it.