Chadwick Kraus

I am a Technical Support and QA Operations Specialist with over six years of experience supporting SaaS platforms, AV and IT systems, and client deployments across both enterprise and SMB environments. My work sits at the intersection of advanced technical support, quality assurance, and implementation, where I focus on solving complex issues while improving overall system performance and user experience. At Rockbot, I operate in a hybrid capacity across escalation support, deployment, and QA collaboration. I lead and support enterprise implementations, including Rockbot Player installations, AV network configuration, and static IP setup across a wide range of environments. I regularly troubleshoot complex issues involving networking, device communication, and authentication, driving efficient resolutions for both customers and internal teams. I also contribute directly to product quality by identifying and reproducing software issues, developing test cases, and supporting QA workflows. In addition, I build technical documentation, refine support processes, and help streamline cross-functional collaboration between support, engineering, and onboarding. These efforts have consistently improved time to resolution and operational efficiency. My technical toolkit includes hands-on experience with BrightSign and Sonos systems, as well as tools such as Postman, DevTools, and Jira. I also bring a foundational understanding of full-stack development, along with certifications in Google IT Support and System Administration, which allow me to approach problems with a broader systems-level perspective. Before Rockbot, I worked at AffiniPay, providing Tier 2 support for legal and accounting clients, resolving complex payment and API-related issues. I also authored knowledge base content that reduced ticket volume and improved the overall support experience. I am most effective in roles that bridge technical execution, product quality, and customer experience. I bring a strong ability to diagnose deeply, communicate clearly, and collaborate across teams to drive meaningful outcomes.