I started as a WordPress developer in 2010.
Back then, I was in love with the craft. Writing code, solving technical problems, watching something I built come to life in a browser. That feeling never gets old.
But something shifted over time.
I began to notice that the moments I cared about most weren’t the ones where I shipped something. They were the ones where I helped someone who was stuck. Someone who couldn’t figure it out alone, and then suddenly could. That felt different. It felt more important.
So in 2013, I made a move that surprised a few people. I left development and stepped into technical support.
Most people see that as a step down. I never did.
Support is where technology meets people at their most frustrated and vulnerable. Every ticket is a small puzzle. Every conversation is a chance to turn confusion into clarity, anxiety into relief. I found that more interesting than writing code ever was.
Fifteen years later, I’ve handled over 48,000 customer conversations. And what I’ve taken from them has nothing to do with plugins.
What Technical Support Actually Taught Me
You’d think fifteen years on a support desk would make you an expert in servers and error logs.
It did. But that wasn’t the real education.
The real education was about people.
Why does an angry customer calm down the moment you repeat their problem back to them? Why does one explanation land perfectly while another, technically identical one, creates more confusion? Why do people describe the same issue so differently depending on how much they trust you?
Those questions pulled me in directions I didn’t expect.
I started reading about psychology, behavioral economics, philosophy, and systems thinking. I got curious about how people make decisions, form beliefs, communicate under pressure, and resist or accept change. None of it felt separate from my work in technical support. It all felt like the same subject, just viewed through different lenses.
Every field sharpened something in me. Psychology helped me understand what a customer was actually experiencing beneath the words they were using. Systems thinking helped me find root causes instead of chasing surface symptoms. Philosophy taught me to question my assumptions before looking for answers. Writing gave me a way to make hard things simple.
And AI, which I’ve been watching closely for years, keeps challenging me to rethink almost everything about how we work, learn, and create.
The Pattern Behind the Problems
At some point, I realized something that changed how I think about everything.
Debugging isn’t just for software.
Businesses have bugs. Processes have bugs. Communication has bugs. Our own thinking has bugs — blind spots, bad habits, assumptions we’ve never examined. The same mindset that makes a great troubleshooter makes a better thinker, a clearer writer, a more useful person.
Curiosity. Patience. The willingness to question your first theory. These transfer.
Technology is only ever as good as the thinking behind it. And better thinking starts with better questions.
Why I Write
This site is where I work through ideas that come from fifteen years at the intersection of technology and people.
You’ll find pieces on troubleshooting, customer psychology, technical communication, AI, WordPress, and the patterns I’ve noticed from watching thousands of people interact with technology. Some are practical. Some are more reflective.
All of them come from genuine curiosity about why things work the way they do, and what we can learn when they don’t.
If any of that interests you, you’re in the right place.