Sam Merwin

Professional Summary

Customer-focused Technical Support Engineer with 10+ years of experience in escalation support, incident management, and complex troubleshooting. Proven track record of resolving high-severity issues for enterprise customers across cloud infrastructure, DNS, and managed hosting environments. Expert at reproducing customer issues, coordinating cross-functional responses, and delivering clear technical communication under pressure.

Professional Experience

FanDuel | Remote

• Supported critical AWS infrastructure for a major online gaming platform serving millions of users
• Developed monitoring and alerting systems to proactively identify and resolve platform issues
• Partnered with engineering teams to troubleshoot performance issues and optimize system reliability

Low Key Internet Concerns | Remote

• Provide IT consulting services for small businesses and startups
• Perform code review, refactoring, and technical debt remediation
• Advise on AI/ML toolchain integration and implementation strategies

NS1 | Remote

• Managed incident response processes and escalation procedures for enterprise DNS customers
• Led team handling high-severity incidents requiring rapid diagnosis and resolution
• Developed custom REST API tooling to accelerate troubleshooting and customer integrations

• Served as primary escalation point for high-severity incidents involving managed DNS and DDI services
• Reproduced complex customer issues in lab environments to accelerate root cause analysis
• Documented solutions and built knowledge base articles for recurring technical issues

• Triaged customer issues with managed DNS services as part of 24/7 on-call rotation
• Provided technical guidance to customers on DNS configuration and troubleshooting
• Contributed to internal SaaS team managing Nomad deployments and Docker pipelines

DigitalOcean | New York, NY

• Designed and built custom Kubernetes tooling to improve platform reliability and supportability
• Maintained and operated multiple large-scale Kubernetes clusters supporting customer workloads

• Orchestrated deployment and configuration management supporting millions of customer VMs
• Implemented automation solutions for large-scale datacenter operations and incident response

• Provided 24/7 escalation support for customer technical issues as part of Linux admin team
• Diagnosed and resolved complex infrastructure issues across compute, storage, and networking
• Collaborated with engineering teams to identify and resolve systemic platform issues

New York Public Radio (WNYC) | New York, NY

• Managed AWS infrastructure for streaming platforms, web properties, and audio archival systems

Ogilvy & Mather | New York, NY

• Provided systems administration support across New York, Atlanta, and Chicago offices
• Maintained Windows and Linux server environments; troubleshot end-user and infrastructure issues

Internap Network Services | New York, NY

• Developed PHP and JavaScript features for Ubersmith datacenter management platform

Alley | New York, NY

• Built custom web solutions using Drupal 6 and 7; managed deployment pipelines

Voxel dot Net | New York, NY

• Provided frontline customer support and implementation services for managed hosting clients
• Diagnosed and resolved server, networking, and application issues across diverse customer environments
• Onboarded new customers and provided technical guidance on hosting configurations

Noble Desktop, LLC | New York, NY

• Created and tested workbook exercises for web and print design software curriculum

Technical Skills

Education

Skidmore College | Saratoga Springs, NY

Certifications & Languages

FinOps Certified Practitioner | FAA Remote Pilot License | English (Native), Spanish (Limited Working)