I architect the product behind the product — the customer-facing layer most companies ship without realizing they shipped it.

Engineering and security background; CX systems work is where it all converges.

• Sr. Manager, Digital Support @ ExtraHop
• Fractional CX systems work via Swarm
• Writing Hive Five — security, tech, systems thinking, every Monday

• Knowledge architecture and information design at scale
• Community-as-routing-infrastructure for technical products
• Self-service systems where AI sits on a foundation that actually holds
• Public CX reviews of how subscription products do (and don't) work

Came up through cybersecurity communities — moderating and admin work for NahamSec, HackerOne, and others — before Bugcrowd asked me to join for my first formal CX role. Full-stack engineering and security research underneath all of it.

• The product behind the product — My methodology and how I work
• Your Content Is Not a Library. It's a Nervous System
• 1Password's customer journey is the wrong shape — Public CX review

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