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 across 18 production services - escalations, systems engineering, bug triage, data, KB, enablement, and hardware betas. 8 directs, 2 of whom are managers. Customer Effort Score: 96%.
• 5 former direct reports are now managers. Conducted 1,000+ hiring interviews during my time at Verkada.
• Led the Anthropic Claude rollout across Support; built an internal Claude-agent fleet handling ~200 daily bug-triage and docs queries. Customer-facing AI now resolves ~25% of inbound chat conversations.
• AI projects across RMA automation, chat deflection, case summarization, and firmware audits total ~$1.4M in annualized impact.
• Work directly with Verkada's largest customers and their account teams. Helped design the Named Support Contact offering and run the escalation process Sales uses when standard support stalls.
• Handle customer-facing outage response (~1/week), including status-page updates and outreach to our largest customers with Sales and CS.

• Managed up to 26 engineers and supervisors across the US and Australia on a 100k+ ticket/year service.
• Built Verkada's Asia-Pacific support team, starting with one US team member who relocated to Sydney. Hired 9 people at a 30-day average time-to-hire, retained all of them through six months, and cut idle handoffs 30%. Hired and developed the regional manager, who is now Head of the Sydney Office.
• Changed Escalations/Engineering from handing tickets off to debugging together; ran 31 engineering ride-alongs.

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