Tanner Vass

Enterprise B2B physical security platform; 31,000+ customer orgs (100+ Fortune 500) across 171 countries; $1B+ ARR, 30% YoY growth.

• Lead 7 workstreams (8 direct reports including 2 managers) across escalations, systems engineering, bug triage, data, KB, enablement, and HW betas. Org absorbed +28.9% YoY case volume (49,652 Q1 FY27) on +13.8% headcount; CES held flat at 6.7/7 across 169,547 FY26 cases; P90 resolution dropped a full day; department cost fell from 2.0% -> 1.6% of bookings.
• Built a manager pipeline: 5 former direct reports are now managers. Conducted 1,000+ hiring interviews over tenure.
• Drove Anthropic Claude rollout across Support; partnered with Engineering on company-wide SSO access and on-demand Claude Code for engineers. Built an internal Claude-agent fleet handling ~200 daily queries for bug triage and docs. Customer-facing AI now resolves ~25% of inbound chat conversations.
• $1.3M-$1.7M annualized AI-portfolio impact: $400K/yr RMA shipping savings, ~$400K Q4 case-cost avoided via Intercom Fin chat deflection, $265K-$662K from AI case-summarization (TSE time savings), $256K firmware-audit case prevention.
• Own customer-facing response on customer-impacting outages (~1/week, last 12 mo). Run status page comms, declare incidents directly when needed, partner with Sales and CS leaders on strategic-customer outreach, and lead exec comms when stakes are highest.

• Managed up to 26 engineers and supervisors across US and Australia on a 100k+ ticket/year service spanning the full Verkada platform.
• Stood up Verkada's Asia-Pacific support function from a single hire to enable follow-the-sun delivery. 9 hires at 30-day average time-to-hire, 100% six-month retention, idle handoffs cut 30%. Transitioned the team to a regional manager I hired and developed, who was later promoted to Head of Sydney Office.
• Restructured Escalations-Engineering from hand-off relay to diagnostic partnership. Escalations engineers now work alongside product eng to isolate root causes; facilitated 31 engineering ride-alongs.

• Ran beta programs for 5 camera models and dozens of features with 1,000+ customers. Designed the structured bug-escalation process that became the precedent for the formal Eng/Support triage; cut bug time-to-fix 75%.