On the desk · the paper stack
Twelve-plus years in B2B tech. Most recently Head of Support at Unit21, where I built AISE, an LLM engine that drafts the first response to every ticket.
On the desk · the envelope
“I worked with Tim for close to four years at Unit21. When he started he was answering tickets himself. When he left he was running the team.
He got deep on the technical side because the job demanded it and then kept going well past that. By the end he was writing his own queries against our warehouse and tracing customer issues through the logs before anyone in engineering got pinged, which is why our GTM team gave him an “Engineering Saver” award.
Last year ticket volume went up 36% in a single quarter and he handled it without adding headcount. Tim rebuilt how the team worked and put together an agentic workflow that surfaced the stalest, highest priority tickets to whoever had capacity, and that same team started taking BI requests in the same stretch. Open tickets dropped by more than half.
I’d work with him again in a heartbeat.”
Tyler Allen
CEO, Unit21
On the desk · the laptop
A home-brewed LLM tool built into Unit21's ticket workflow. It drafts a strong first response to every ticket and surfaces similar past tickets, so agents start with context instead of a blank screen.
Promoted from Technical Support Engineer to lead the function. SQL across Postgres and Databricks, logs in Datadog and CloudWatch, incident response, C-level customer calls. Open tickets cut by more than half through a 36% volume spike, with no new headcount.
40 to 50 tickets a day across Stripe connections, checkout pages, subscriptions, and funnels that weren't converting.
Led support and escalations, designed the platform around each customer's workflows, then turned feedback into a prioritized roadmap.
SQL · Postgres · Databricks · AWS (S3, Kendra, Bedrock, CloudWatch) · Datadog · Honeycomb · LaunchDarkly · Zendesk · Intercom · Statuspage · Notion · Shortcut · Slack · Gong · JavaScript · React · Three.js · Unity · Firebase · Stripe
On the wall · the frame by the window
Degree
Associate of Applied Science, Computer Science
Award
For AISE, the AI Support Engine. Recognized company-wide by Unit21's Chairman, Trisha Kothari.
Award
For tracing customer issues through warehouse queries and logs before engineering had to be pulled in.
The rest of the coursework is in the nightstand drawer.
In the nightstand drawer
Computer science degree first, then the habit of always having a course open. Lately: modern JavaScript and React, which is how this room got built.
Degree
Associate of Applied Science, Computer Science
In the dresser
I've always had something running on the side. Most of it taught me how customers actually buy.
A pixel MMO I'm building. I wrote the original engine myself and have shipped 400+ builds pairing with AI coding tools.
R&D on a secure middle layer that lets an LLM query live customer data inside a SOC 2 boundary, across thousands of tables, instead of guessing from static docs.
Owned and ran my own restaurant. It's why I build for operators.
Sourced, repaired, listed, and shipped electronics, and ran a computer repair business. Ecommerce from the product photo to the return label.
SaaS and marketing ventures and large demand-gen campaigns. I like high-leverage, low-overhead models, built fast with AI.
I'm an electrician who wires his own 240V circuits and builds his own GPU rigs.
On the nightstand · the framed certificate
“Our Support team, led by Timothy Butler, built one of my favorite projects. It doesn't replace the human. It upgrades them. We operationalize AI internally. We pressure-test it on ourselves. AI isn't a slide for us. It's how we work.”
On the bed · the phone
Based in Huber Heights, Ohio (Dayton). Open to remote and hybrid Solutions Architect, AI Solutions Engineer, and Support Operations leadership roles.
The window
A neighborhood summer afternoon. Turn on the sound up top for the breeze, the birds, the cicadas, and somebody's mower a few yards over.