About
I manage support teams for technical products, with a focus on calm systems, clear communication, and people who can actually do the work.
I'm a manager in Box Product Support, leading the Platform & Integrations Swarm — the most technical support engineering team in the org. My work sits where developer experience, operations, escalations, and team development meet.
/public/images/will-portrait.jpg and swap the src.Profile
I came up through the support org at Box — Specialist, Senior Specialist, Team Lead, and now Manager. Eight years on the same problem from different vantages. That path matters to me. My management is grounded in the work itself: escalations, product ambiguity, customer pressure, cross-functional follow-through, and the daily reality of helping a team stay steady while the problem is still messy.
I'm especially interested in systems that make people better at their jobs. I've led work on onboarding scaffolding, troubleshooting flows, ticket taxonomy, the QA program, the SME program, the AI Agent Quick Release program, and most recently a Cursor-for-Product-Support rollout. The thread is always the same: make complicated work easier to understand, teach, and repeat — without flattening the judgment out of it.
My background isn't purely technical. I studied anthropology, art history, and communication design, and that mix still shapes how I work: close attention to people, language, structure, and how information feels when someone has to use it under pressure.
Focus
- Developer, API, platform, and integrations support
- Enterprise escalations and customer-facing communication
- Support operations, process design, and internal tooling
- Team coaching, onboarding, and durable knowledge systems
- UX-minded communication design for technical workflows
- AI tooling for technical support — Box Sensei, Cursor for PS, agent QA
How I tend to operate
- Stabilizer in volatility — calm under ambiguity without being passive.
- Craft-earned credibility — depth from having actually done the job.
- Builder of leverage — defaults to programs and tooling over personal heroics.
- Principled pushback — disagrees well, brings receipts, forces due diligence.
- Advocate for the people doing the work, especially when the org is shifting.
A note on this site
This site starts as a professional profile with a creative side door. It may eventually split into separate work and creative surfaces, but for now this is the public home for both versions of the story.