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Brien Grosinsky

Senior Technical Support Engineer
Enterprise SaaS, WebRTC & API integrations

Orlando, FloridaEmailLinkedIn ↗

About

People first. Systems thinking.

At ScreenMeet, I support a WebRTC platform embedded in Salesforce, ServiceNow, and Tanium. I work with admins, IT teams, and network and security engineers to resolve complex integration and connectivity issues.

For three years, I was the platform’s only support engineer. Today, I mentor a teammate and own the toughest escalations. I also automate repetitive work so the team can spend more time on difficult investigations. That includes diagnostics, support workflows, and AI-assisted testing tools.

3,300+Enterprise cases resolved
4.8/5Customer satisfaction
96%Four-hour response SLA

Experience

2017 to Present

ScreenMeet

Current

Enterprise remote support & co-browsing

Senior Technical Support Engineer

  • Own the highest-complexity escalations and mentor the second engineer on a two-person support team.
  • Investigate enterprise tickets across Salesforce, ServiceNow, and Tanium, working with customer admins, network teams, and security engineers on integration and connectivity issues.
  • Configure AI-generated summaries for enterprise workflows and evaluate AI-assisted troubleshooting tools.
  • Designed an AI-ready support knowledge architecture that separates customer documentation from internal diagnostic evidence across Jira, Confluence, Document360, and Rovo.

Lead Support Engineer
  • Before the team expanded in 2024, owned 1,707 of 1,836 customer escalations (93%).
  • Built all 27 Jira Service Management automation rules for intake, routing, assignment, and stale-ticket handling.
  • Created a Severity 1 paging workflow connecting Jira, Zapier, and the on-call engineer.

DaySmart Software

Business management software

Technical Support Team Leader
  • Led 18 technical support representatives through coaching, performance reviews, and technical escalations.
  • Automated error-prone setup processes with scripts and led the customer transition to ZeroTier.
  • Partnered with development and product teams to reproduce bugs and improve .NET and Angular software.

Technical Support Expert
  • Provided white-glove support and managed relationships for 160 of DaySmart’s largest customer accounts.

Technical Support Specialist
  • Supported SQL-based business management software across salon, pet grooming, medical spa, and tattoo businesses.
  • Troubleshot software, computers, mobile devices, networking, and printers.

Tools & expertise

Platforms & integrations

WebRTC · REST APIs · Salesforce · ServiceNow · Tanium

Automation & applied AI

Claude · PowerShell · AWS Systems Manager · Zapier · AI evaluation

Support operations

Jira Service Management · Confluence · Document360 · Escalation management · Technical leadership

Education & certification

Ferris State University

Bachelor’s, Information Technology

Salesforce Certified Associate

Professional certification