Scaling support with care: Alan’s path to Support Tech Lead at bunny.net

Support at bunny.net is centered on building trust, improving products, and helping teams move faster together. Over the past two years, Alan has been doing exactly that. As a Principal Support Engineer, he’s tackled tough technical problems, helped shape our training for new hires, and pushed for better tools to make support more efficient and scalable.

Now, stepping into the Support Technical Lead role, Alan’s focus is on scaling support in a way that stays true to our mission: helping the internet hop faster with care and a developer-first mindset.

He’s passionate about making sure the Support team has the tools, visibility, and voice to influence how we build and how we show up for our customers.

Recognition followed naturally because his work raised the bar across support.

We sat down with Alan to talk about his path to technical leadership, the problems that push him to grow, and how he’s helping shape a Support culture that scales with speed, empathy, and shared impact.

Stepping into the technical lead role

Q: First off, congratulations! What does stepping into the Support Technical Lead role mean to you?

Moving into the Technical Lead role became an aspiration of mine after seeing potential in the Support team to create a full-chain and hardened relationship with the other departments (Finance, Engineering, etc.). I felt I could bring something additional to the table that would enable and enhance the Support team as a whole, as well as get Support’s voice heard across the company (something that is a rare sight in tech companies).

Q: You’ve been a Principal Support Engineer at bunny.net for nearly two years, often handling our toughest technical challenges. Looking back, what are you most proud of in your journey at bunny.net so far?

I’ve felt particular admiration and pride that I have become part of the molding of the team in recent years. We’ve revamped our new-hire training program to ensure nobody gets left behind, and it shows across our desk.

Q: Looking ahead, what are you most excited about in your new role?

I’m very much looking forward to more focus on problem-solving, prioritizing feedback, and more collaboration with clients and intra-team tasks alike.

Q: What’s one internal tool or process you’re proud to have shaped or built for the Support team?

More of a team-based tool, but I collaborated on making internal support tooling more easily accessible and debuggable. Some of my tools to simplify log parsing and more support-friendly custom dashboards also come to mind.

Q: What are some of the hardest or most interesting problems you’ve helped solve from the edge?

We had a longstanding issue with sporadic latency on our CDN layer last year. Customer tests combined with my own monitoring results provided some crucial information to help the Engineering team identify possible reasons for the latency. The Engineering team made great strides in improving those performance peaks as a result, and I felt some of the feedback and impact I contributed helped shape the improvements.

Why Support feels different here

From fast-moving projects to high-trust collaboration, Alan shares what makes Support at bunny.net uniquely empowering.

Q: What makes Support Engineering at bunny.net different from other companies you've worked at?

Easy one! Whilst working at bunny.net is certainly more fluid and fast-moving than any other company I’ve worked at, cross-team collaboration is crucial to the company’s continued success. All cross-department relationships are strong and team-focused, and knowledge sharing is widely valued and appreciated, pushing us all onward.

Q: How does your team collaborate with other teams, such as Engineering, Infrastructure, DX, or Product?

The Support team is in a very unique position that helps influence decisions on features and issues across Engineering departments. We closely collaborate with department heads in order to assess impact, demand, and turnaround times for such requests.

Looking ahead

As the platform and product portfolio grow, so does the need for strong leadership in Support. Alan shares where he will focus first.

Q: As bunny.net continues to scale, what’s one area of Support you’re eager to evolve or improve?

Compute products and AI. Given the scope, impact, and magnitude of both, it’d be silly not to upskill myself in these areas.

Q: What kind of Support culture would you like to foster across the team?

We have a very open floor for questions and learning, and I’d love to see this continuing as the team grows.

Q: What advice would you give to someone who wants to grow into a Principal Engineer or beyond?

Lateral thinking is vital. Thinking outside the box rather than within on-the-rails scenarios you may see within the Bunny product portfolio enables you to learn and develop across the wide range of products we support. Since the products touch nearly anything you can think of (WordPress, your own APIs/SDKs, developer coding, to name but a few), a little bit of lateral thinking, an ability to step back and look at the big picture and cross-examine issues effectively, will always be among the most important skills to have.

Alan, unplugged

Life in the fluffle is fast-paced, but it is more than just work. We asked Alan a few quick questions about what keeps him grounded, curious, and recharged, on and off the support desk.

Q: What’s one thing on your desk you couldn’t live without?

A cup of tea (four to be exact on the shift).

Q: If someone joins the Support team tomorrow, what’s one thing they should know about working with you?

Always open to questions. Knowledge sharing (after my morning tea).

Q: When you’re not resolving edge issues, how do you recharge or unwind?

I enjoy walks in the forest, playing some snooker, or sitting down to play video games.

Staying intentional as we grow

Alan’s journey is a reminder that scaling is not just about moving fast. It’s about staying intentional. Through curiosity, cross-team collaboration, and a steady drive to improve what’s behind the scenes, he’s helped support evolve into a force that shapes meaningful change across bunny.net.

As we continue to grow, Alan’s leadership brings the kind of perspective that keeps us grounded: listening closely, thinking holistically, and building systems that help our customers and our fluffle hop ahead.