advocate for the user
advocate for the user
hey there—thanks for stopping by! 🌸
i’m anika boyd, and i'm so happy you're here. whether you're curious about my work, looking to connect, or just stumbled upon my page by chance, welcome!
anika boyd is a senior solutions support engineer at netflix and a passionate advocate for the user experience. she thrives at the intersection of technology and problem-solving, where innovation meets empathy.
adept at building automation tools, analyzing complex data, and optimizing workflows, anika empowers teams to work smarter and faster. her mission? to provide scalable, data-driven solutions that enhance productivity and streamline operations—all while keeping the user at the heart of every solution.
when she’s not crafting technical solutions, anika explores ways to improve mental health awareness, productivity systems, and ai innovation.
a day in my life at netflix
2022 – present
☀️ morning check-in:
i kick off the day by reviewing my support backlog to identify any critical issues in related to our big data infrastructure. my goal is to ensure systems like apache spark, kafka, and hadoop are running smoothly.
📊 data insights & workflows:
next, i dive into our data workflows, using platforms like jupyter and maestro (netflix's internal orchestrator) to optimize and automate data pipelines. whether it's maintaining etl pipelines or improving efficiency for teams, every tweak helps scale operations for over 13,000 customers.
🛠️ problem-solving & collaboration:
throughout the day, i partner with engineering and product management teams, tackling complex issues in systems like iceberg, hive, and druid. together, we prioritize solutions that reduce product friction and enhance the user experience. i also write and optimize sql queries to support data-driven improvements.
📚 developer empowerment:
a big part of my work involves building and maintaining self-service knowledge bases. i create tutorials and best practices to empower our developers to troubleshoot efficiently, which has significantly reduced support burdens across the team.
🤖 automation projects:
using python and java, i develop automation tools to boost operational efficiency. recently, i completed a script that provides real-time support insights to engineering leaders and partner team members.
🌱 continuous learning:
i dedicate time each day to explore emerging technologies, like ai and machine learning, to identify new ways to improve our support processes. innovation never sleeps!
🎉 customer satisfaction:
by staying on top of critical issues and delivering timely solutions, i consistently maintain a 99.99% csat score. i take pride in knowing that i’m helping both internal teams and customers achieve their goals without delays.
a day in my life at snowflake
2021 – 2022
☀️ morning check-in:
i start my day by reviewing customer requests from organizations hosted across gcp, aws, and azure. each cloud environment comes with unique challenges, so i stay ready to tackle anything from infrastructure quirks to integration issues.
🛠️ technical troubleshooting:
next, i dive into solving connectivity issues. these often involve odbc or jdbc drivers, along with connectors for python, node.js, spark, kafka, or go. i work closely with customers to quickly identify and resolve problems, ensuring their systems run smoothly and without interruption.
📚 knowledge building:
a crucial part of my role involves creating and maintaining internal and external knowledge bases. i document the solutions and best practices that arise from support cases, empowering others with the tools to troubleshoot independently in the future.
🐛 bug handling & feature requests:
when i come across bugs or feature requests during support calls, i document everything thoroughly and escalate it to our engineering team. i collaborate with them to ensure issues are resolved and that customer feedback informs product improvements.
📞 on-call support:
some days, i provide after-hours or on-call support, ensuring that snowflake’s customers have access to help around the clock—24×7×365. even in high-pressure scenarios, i stay calm and focused on delivering solutions.
🎉 customer success:
delivering excellent support is a priority, and i'm proud of consistently achieving 98% customer satisfaction. it's rewarding to know that customers trust me to keep their operations running smoothly.
🤝 mentorship & team collaboration:
i also take time to support my colleagues, especially mentoring new hires through the snowflake support shadowing program. sharing my knowledge and experiences helps build a stronger, more capable team.
a day in my life at zuora
2019 – 2021
☀️ morning check-in:
i start my day by reviewing support tickets, focusing on issues related to saas applications powered by a mix of technologies—soap and rest apis, xml, web services, html, java, javascript, python, and .net. each case is a new puzzle to solve!
📊 technical problem-solving:
i prioritize customer issues based on severity and business impact, quickly diving into root cause analysis. customers rely on me to address a wide range of concerns, often related to billing, ecommerce integrations, or data warehousing workflows.
🔍 escalations & competing priorities:
some cases involve sensitive escalations or require balancing conflicting priorities. i stay calm and focused, ensuring each stakeholder feels heard while delivering solutions in a timely manner.
🚀 system monitoring:
i also keep a close eye on application uptime and back-end batch processes to ensure sla compliance. any anomalies in system behavior are flagged and addressed to prevent downtime for customers.
📚 documentation & knowledge sharing:
after resolving issues, i document the solutions by writing community articles and sharing best practices for configuration, customization, and integration. this helps both customers and internal teams troubleshoot more efficiently in the future.
📞 on-call support:
on certain days, i participate in 24/7 global coverage, which includes weekend and holiday shifts. i know how important it is for customers to have access to support around the clock, and i'm proud to be part of a team that makes that happen.
🎉 customer satisfaction:
whether i'm solving a simple api error or handling a complex batch processing issue, my goal is always the same: deliver fast, reliable solutions that exceed customer expectations and maintain trust in our platform.