TB Resume

Open to Solutions Architect & AI Solutions Engineer roles

Timothy
Butler

I turn messy support queues into systems. SQL, logs, and LLMs wired straight into the workflow, so the hard ticket only gets solved once.

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12+
years in B2B tech
+36%
quarterly ticket spike absorbed with zero new headcount
>50%
drop in open tickets after rebuilding the workflow
#1
Unit21 internal AI hackathon, for AISE

01 · Signature work

AISE, the AI Support Engine

A home-brewed LLM tool embedded directly in Unit21's ticket workflow. It drafts a high-quality first response to every incoming ticket and surfaces similar historical tickets, so agents start with context instead of a blank screen.

  • RAG architecture on AWS: S3, Kendra, and Bedrock.
  • A curated "golden solution" layer as the quality backbone, so proven fixes are reused instead of re-solved.
  • Fed continuously by the runbooks I wrote. A complex fix gets documented once, and the AI resolves it from then on.
  • Runs inside a SOC 2 environment where customer PII stays protected.

Internal AI hackathon winner

how a ticket moves through AISE
  1. 01
    Ticket landsZendesk / Intercom
  2. 02
    Retrieve contextKendra over S3 · runbooks · past tickets
  3. 03
    Golden solutionscurated, proven fixes ranked first
  4. 04
    Draft with BedrockLLM writes the first response
  5. 05
    Agent reviews & sendshuman in the loop, every time

“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.”

Trisha Kothari · Chairman, Unit21

02 · Experience

Twelve years on the side of the customer, usually with a SQL client open.

Head of Support · Unit21

Fintech AML & fraud detection for banks, fintechs, and crypto

2022 – 2026
  • Promoted from Technical Support Engineer to lead the function and own frontline support operations through September 2026.
  • Designed, shipped, and drove adoption of AISE, embedding LLM tooling into daily agent workflows.
  • Built an agentic workflow that routed the stalest, highest-priority tickets to whoever had capacity. Open tickets dropped by more than half while volume climbed 36% in a quarter.
  • Investigated deep issues directly: SQL across Postgres and Databricks, log analysis in Datadog and CloudWatch, API-level debugging. Earned the GTM team's "Engineering Saver" award.
  • Owned incident response, status-page comms, root-cause analyses, and the runbooks that feed the AI's knowledge base.
  • Ran working calls with C-level stakeholders and translated their needs into requirements for Product and Engineering.
PostgresDatabricksDatadogAWSBedrockZendeskIntercomStatuspage

Technical Support Engineer · ThriveCart

Ecommerce checkout & subscription platform

2021 – 2022
  • Handled 40 to 50 tickets a day: connected Stripe, fixed broken checkout pages, debugged subscriptions, and figured out why funnels weren't converting.
  • Translated engineering into plain English and resolved billing, integration, and workflow issues at volume without letting quality slip.
StripeCheckout funnelsSubscriptionsIntegrations

Support Lead → Solutions Architect → Product Manager · RestaurantConnect

Restaurant reservation platform

2015 – 2020
  • Led the support team and owned escalations, keeping operations organized so issues got resolved and customers stayed happy.
  • As Solutions Architect, designed the platform around each customer's real workflows and business needs.
  • As Product Manager, turned customer feedback into prioritized features and cleaned up messy workflows.
Solution designProduct roadmapEscalations

Letter of recommendation

“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

03 · Builder, off the clock

I've always run something on the side. Most of it taught me how customers actually buy.

Live · game

Star Forest Online

A pixel MMO I'm building. I wrote the original game engine myself and have shipped 400+ builds pairing with AI coding tools.

JavaScriptFirebaseUnityClaude Code
R&D · AI

HiddenEngine.ai

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.

BedrockText-to-SQLpgvector
Operator

Restaurant owner

Owned and ran my own restaurant. It's why I build for operators and why the RestaurantConnect work clicked.

Ecommerce

eBay electronics reselling

Sourced, tested, listed, and shipped electronics. Ecommerce from the product photo to the return label.

Hardware

Computer repair & the electrical

Ran a computer repair business, build my own GPU rigs, and I'm an electrician who wires his own 240V circuits.

SaaS & marketing

Ventures & campaigns

SaaS and marketing ventures, plus large demand-gen campaigns. I like high-leverage, low-overhead models built fast with AI.

04 · Toolkit & learning

Computer science roots, still shipping and still studying.

Degree

Sinclair Community College

Associate of Applied Science, Computer Science

Data

SQL · Postgres · Databricks · TablePlus · BI requests

Cloud & AI

AWS S3 · Kendra · Bedrock · CloudWatch · RAG · LLM workflows

Observability

Datadog · Honeycomb · LaunchDarkly · API debugging

Support stack

Zendesk · Intercom · Statuspage · Notion · Shortcut · Slack · Gong

Web & build

JavaScript · React · Three.js · Unity · Firebase · Claude Code

Commerce

Stripe · ThriveCart · checkout funnels · subscriptions

Continuing education · Udemy JavaScript & React
  • The Complete JavaScript Course: From Zero to Expert!Jonas Schmedtmann
  • The Web Developer Bootcamp 2026Colt Steele
  • JavaScript: Understanding the Weird PartsAnthony Alicea
  • Advanced JavaScriptAsim Hussain
  • React: The Complete Guide (incl. Next.js, Redux)Maximilian Schwarzmüller
  • Modern React with ReduxStephen Grider

This page's 3D scene is hand-written Three.js and GLSL: amber tickets spiral into the engine and leave as green solutions.

05 · Contact

Let's build something
customers feel.

Based in Huber Heights, Ohio (Dayton). Open to remote and hybrid Solutions Architect, AI Solutions Engineer, and Support Operations leadership roles.

Download resume hello@timothymb.com LinkedIn