So, now I found myself being hired as a ‘Technical Support Engineer’. The only problem is the same problem as most everywhere else; solving cases does not translate to fixing the product. As was often discovered there’s a disconnect with improving a product over advancing a product. Accordingly, I developed an enterprise international monitoring system from open-source technology. It was scale-able, extremely flexible, had a very low cost per incident, and a 90% catch rate. It was designed to be pre-emptive, but required baseline discoveries to capitalize on that philosophy. While most employees were let go, ‘monitoring’ solidified my employment through downsizing and acquisition by another company. All the while being the lead technical support engineer too.