Systems · Support · Automation

SamBarseghyan

Senior Technical Support Engineer

Thirty-plus years across IT infrastructure, enterprise tier-3 support and custom tooling - now at Atlassian, keeping Loom running and automating the work around it.

30+
experience.years

years across IT infrastructure, enterprise support and tooling

100%
tools.team_adoption

of Escalation Engineering uses five of the tools I built

90%+
sql.runtime_reduction

faster SQL runtimes - domain-wide extraction from hours to ten minutes

SEC-01

About

I'm a senior support engineer who lives where deep troubleshooting meets engineering. For over three decades I've worked across the full stack of IT - from administering multi-domain Windows/macOS/Unix networks and virtualization clusters, to resolving enterprise tier-3 escalations for global accounts.

Today at Atlassian (Loom) I pair hands-on incident work with automation and AI, then turn the repeatable parts into things the whole team runs.

  • AI-assisted investigationAgentic workflows in Rovo, plus Claude, Codex and Grok for log analysis, code reading and root-cause work - packaged as reusable team skills.
  • Python & SQL automationFive tools the whole escalation engineering team uses, led by a database connection tool, and a SQL workflow that cut domain-wide data extraction from hours to ten minutes.
  • Internal toolingA toolbox for the support team: an HLS downloader / transcoder, FFmpeg MP4 generator, bulk download and delete tools, an AWS uploader, a video trimmer, CSV Chrome extensions and local Whisper / Parakeet transcription. Plus an open-source Clipboard Manager for macOS. See all tools
  • Knowledge sharingBiweekly technical brownbags on AI-driven diagnostics.

The best tools are the ones your team stops noticing — they just work, every day.

SEC-02

Career

1993mission timeline · hover a segmentnow
Dec 2023 – Present

Atlassian — CSS / Loom Support

Senior Support Engineer

  • AI-assisted root-cause analysis with Rovo, Claude and Codex; build reusable agentic skills adopted team-wide.
  • Built the DB Connection Tool plus four more tools (HLS transcoder, FFmpeg/MP4 generator, bulk download/delete, video trimmer) used by 100% of Escalation Engineering; SQL workflow reduced query runtimes >90%.
  • Built team Chrome extensions and local video recovery and Whisper/Parakeet transcription tools that kept support running through platform transitions.
  • Automated recurring support workflows, removing manual triage steps.
  • Recovered business-critical video assets for Enterprise customers.
Nov 2020 – Dec 2023

Loom (acquired by Atlassian)

Senior Technical Support Engineer II → Sr. TSE → TSE, Enterprise

  • Critical enterprise escalations: media processing, workspace migrations, SSO/SCIM provisioning, extension diagnostics.
  • Engineered recovery and bulk-management scripts for large tenants with recording interruptions.
  • Partnered with core engineering and product to reproduce bugs and validate fixes.
Jan 2013 – Nov 2020

Sophos

Senior Level 2 Technical Support Engineer — Escalations

  • Highest-tier escalations across Endpoint Protection, Enterprise Console, Cloud and Mobile Control.
  • Live customer workarounds and critical patches under strict SLA windows; consistently exceeded NPS targets.
  • Authored KCS-compliant KB articles, SOPs and training videos.
Apr 2012 – Jan 2013

Broadcom Limited

Level 2 Technical Support Specialist

  • Enterprise-wide OS migration of 200+ systems from Windows XP to Windows 7 via Altiris and SCCM.
Aug 2001 – Feb 2012

AEAI

IT Manager / Systems & Network Administrator

  • Ran multi-site IT for 200+ staff: Windows Server, macOS, Unix, AD, Exchange, IIS, SharePoint.
  • Built VMware/Hyper-V clusters, SAN storage, firewalls; designed internal databases and web apps.
1993 – 2001

American International Health Alliance

IT Manager / Systems Administrator

  • Network administration, hardware/software lifecycle, digital publishing pipelines and web services.
SEC-03

Skills

AI & AutomationSYS-01

Rovo AIClaudeCodexGrokAgentic TroubleshootingReusable Agent Skillsn8nAutomation Scripting

Languages & FrameworksSYS-02

PythonSQLJavaScriptHTML/CSSChrome ExtensionsElectronPowerShellBashPHP

Data & DatabasesSYS-03

DatabricksSnowflakePostgreSQLMySQLMS SQLQuery Optimization

Media & TranscriptionSYS-04

FFmpegHLS StreamingWhisperParakeetSRT/VTTData Recovery

Identity & AccessSYS-05

Azure AD / Entra IDOktaSSO / SAMLSCIMActive Directory

Systems & PlatformsSYS-06

Windows ServermacOSLinux/UnixVMwareHyper-VJiraConfluence

Education: BS Computer Science - State Engineering University · Continuous learning: Azure Administration, PostgreSQL, M365 Administration, PowerShell

SEC-04

Tools I Built

Small, sharp utilities I created, mostly for the escalation and support teams. Each one exists to remove a manual step, a risky console click or a long wait.

TL-01Python

Database Connection Tool

Streamlines authentication and temporary credentials for secure, one-step access to multiple databases and ports.

Used by 100% of Escalation Engineering
TL-02Electron

HLS Downloader & Transcoder

Desktop app that fetches playback URLs, downloads the media and transcodes it to MP4 locally.

Used by 100% of Escalation Engineering
TL-03FFmpeg

FFmpeg Converter & MP4 Generator

Combines separate audio and video into MP4, with raw and transcoded file downloads and upload back to AWS.

MP4 generator on GitHubUsed by 100% of Escalation Engineering
TL-04Whisper · Parakeet

Local Transcription / Captions Tool

Generates transcripts and captions locally in JSON, SRT and VTT, backed by a guide for team-wide setup.

Whisper SRTParakeet SRT
TL-05UI + CLI

Bulk Download & Delete Tools

Preview, download or batch-delete assets by video ID across raw, transcoded and transcript buckets, with a confirmation flow.

Used by 100% of Escalation Engineering
TL-06Desktop

AWS File Upload Tool

Bulk uploads to frequently used S3 buckets without opening the AWS console.

TL-07Chrome extensions

CSV Toolkit

A CSV splitter with configurable row counts, a CSV to SQL update-query converter, and a comma / semicolon list formatter.

CSV SplitterComma Separator
TL-08Local

Video Trimmer

Trim videos locally and upload them back to the server, with no heavy editor needed.

Used by 100% of Escalation Engineering
TL-09Swift · macOS

Clipboard Manager

Local-first clipboard history for text, links, images and files, with pinning, snippets, on-device OCR and text transforms (JSON format, Base64, URL encode) before pasting.

View on GitHub

Also wrote the guides: setting up a local PostgreSQL database for safe query testing · read-only database access · installing the local transcription tool.

SEC-05

Sudo Relax

OFF-DUTY 01

Travel

Collecting miles, museums and mountain trails - ideally all in one trip.

OFF-DUTY 02

Coffee

The quiet engine behind every good log dive. Pursuing the perfect pour-over.

OFF-DUTY 03

Building Apps

Pet projects, browser extensions and small tools that scratch personal itches.

OFF-DUTY 04

Magic (a hobby)

I perform card magic and build apps and custom effects for magicians and close-up illusions. (And yes, software debugging skills map surprisingly well to magic mechanics!).

SEC-06 · open channel

Get in Touch

The fastest way to reach me is email - or find me on any of these.

sbarseghyan@gmail.com