Technical enough to investigate. Human enough to explain.
I have spent most of my career helping people use technology successfully, usually from the awkward space between what the customer needs, what the software does, and what the technical team needs to know.
A career built around the customer side of technology.
I am based in Phoenix, Arizona, and have worked across web hosting, SaaS support, implementation, onboarding, Customer Success, eCommerce operations, training, and AI education.
At GoDaddy, I learned the technical foundations: hosting, DNS, SSL, email, Linux, logs, servers, and the strange ways websites fail five minutes before someone needs them.
At Carbon6, that foundation moved into SaaS onboarding, application support, implementation, product liaison work, documentation, customer operations, and Customer Success. I enjoyed the work closest to the customer and product: figuring out what someone was trying to accomplish, diagnosing what was getting in the way, and leaving them with a workflow they understood.
More recently, I have been designing and teaching practical AI literacy, with an emphasis on productive use, verification, critical thinking, and human judgment.
What tends to follow me from role to role
- I become the translator between customers and technical teams.
- I like messy problems with several possible causes.
- I document solutions so the next person does not start from zero.
- I enjoy teaching people who do not consider themselves technical.
- I care about whether technology improves the actual workflow, not whether the demo looked impressive.
The best support experience is not merely “fixed.” The customer understands what happened and can move forward with confidence.
The Jake Way LLC
The Jake Way LLC originally supported Amazon marketplace businesses and remains the entity through which I handle independent project work. Today that work also includes website management, technical troubleshooting, small-site builds, and practical technology support.
Professional roles and project work
I am open to the right full-time opportunity in Customer Success, SaaS implementation, technical/product support, enablement, training, or AI adoption. I also accept selected website-management and technology-support clients through The Jake Way LLC.
Get in touch