/notes
Notes & writing.
Short pieces on building systems instead of buying them, scaling customer support, and the practical side of shipping AI-assisted software. RSS →
The unglamorous tool usually wins
Notes on internal tooling, and the terabytes of video nobody could find.
Read →Fluent in both the codebase and the org chart
Why the most useful people sit on the seam between building and leading.
Read →Agents that do work, not demos
The gap between an impressive AI demo and one you'd trust with real operations.
Read →Support that scales is a system, not a headcount
What 86 million users and a from-scratch help desk taught me.
Read →When to build the tool instead of buying it
A paid platform isn't always the cheap option.
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