Anisha Thomas
Engineer · Entrepreneur · Builder
Experience
Sr. Technical Support Engineer
CrowdStrikeJul 2022 — Present
Delivering support for complex security infrastructure. Building internal tools and workflows that make support engineering more effective.
- ·Resolving complex technical challenges across enterprise environments
- ·Building internal tools that streamline support workflows
- ·Mentoring team members and sharing technical expertise
Supportability Engineer 3
TwilioMay 2021 — Jul 2022
Bridge between Customer Support and Product/Engineering. Ensured support readiness for new releases.
- ·Prepared support team for new product releases
- ·Addressed skill and knowledge gaps across teams
- ·Provided second-tier support for complex customer issues
Technical Account Manager
TwilioAug 2019 — Aug 2022
Managed technical relationships with key accounts while maintaining deep technical expertise.
Strategic Support Engineer
SendGridOct 2017 — Aug 2019
Supported the organization with product development guidance. Maintained expertise at the highest escalation level.
- ·Deep technical knowledge at highest escalation level
- ·Cross-functional collaboration with Engineering and Product
- ·Developed custom code solutions using APIs
Expert/Enterprise Sr Support Engineer
SendGridMay 2015 — Oct 2017
Supported 40+ Enterprise accounts with expert technical expertise and custom solutions.
Support Team Lead
SendGridMay 2014 — May 2015
Led support team. Coaching, mentoring, and aligning team strategies with company goals.
Projects
LogScale Chunked Query Tool
Solves LogScale UI query timeouts on large time ranges. Breaks queries into time chunks, auto-retries failures, subdivides stuck chunks, and resumes from checkpoints. Handles 90-day queries that would otherwise be impossible.
LogScale Log Collector Analyzer
Parses and analyzes LogScale Log Collector debug logs. Pattern detection, error correlation, service lifecycle tracking, and ASCII timeline visualization. Handles 1GB+ files with smart sampling.
Filebeat Wizard
Takes the pain out of log ingestion into LogScale. Web UI with a 5-step wizard or CLI with full automation. Auto-detects Filebeat versions 6.x through 9.x, sandbox mode for safe testing, real-time progress tracking, and dark mode. One script, zero dependencies.
HAR File Analyzer
CLI tool for support engineers to quickly triage HAR files. Surfaces errors, slow requests, and common UI issue patterns. Search by URL, filter by domain, chronological timeline view, and timing breakdowns. Zero dependencies.
Education
Texas A&M University-Commerce
Bachelor's Degree — Computer and Information Systems, Networking
2008 — 2011