Tanner Vass

Enterprise B2B physical security platform; 31,000+ customers (100+ Fortune 500) across 171 countries; $1B+ annualized bookings.

• Designed and rolled out two complementary customer-facing AI systems: Fin, an agent in Verkada Command that resolves inbound chat conversations, and Ask AI on help.verkada.com.
• Acting PM for native support in Command at the SVP of Product’s request. Wrote the PRD and roadmap for an in-product case portal, then shipped V1 (read-only).
• Led the Anthropic Claude rollout across Support and moved the KB to a platform AI agents can read. Interviewed power users of my team’s internal Claude Agent SDK bot and retired it once native tools covered its core uses.
• Own Support Systems Engineering (an EM and 3 SWEs): shipped LLM case classification with PII redaction, linked every Customer Effort Score survey to its case, and rebuilt case routing.
• Run executive escalations. The team moved them into Linear, cut median time to close, and turned the Engineering handoff into joint debugging. Co-run a weekly ~35-person Support/Engineering bug sync.
• Built Support’s case-volume forecast, backtested over six quarters, and drafted the department OKRs.
• Shipped an outbound customer-comms tool that reaches affected customer admins in minutes. Also lead customer-facing outage comms.
• Lead 8 directs (2 managers) across Support: escalations, systems engineering, bug triage, data, KB, enablement, and hardware betas. 5 former directs now lead teams.

• Managed up to 26 engineers and supervisors across the US and Australia.
• Stood up Verkada’s Asia-Pacific support function from a single hire to enable follow-the-sun delivery. Made 9 hires and cut idle handoffs between regions.

• Designed the bug-escalation process that became the precedent for the formal Eng/Support triage and shortened bug time-to-fix.