Software Engineering Intern — Riverbed
Internship building support and product triage automation at Riverbed—routing high-priority customer issues through a Django + Jira pipeline and turning ticket volume into analytics product and support teams could actually use.
Key Achievements
- Created a Django + Jira triage pipeline for routing high-priority issues to the right teams.
- Generated analytics that helped product and support teams prioritize customer-facing work.
- Improved visibility into issue trends and support-engineering coordination.
Context
High-severity support queues fail when every ticket looks the same and routing depends on tribal knowledge. Product and support need the same shared picture: what is on fire, who owns it, and which themes keep recurring. Without that, prioritization is gut feel instead of data.
What I Built
A Django + Jira triage pipeline that routed high-priority issues to the right teams and produced analytics for product/support prioritization. The system improved visibility into issue trends and tightened coordination between support engineering and product stakeholders.
Why It Mattered
Triage is an orchestration problem: ingest signals, classify urgency, assign ownership, report outcomes. That pattern—queues, routing rules, and operational dashboards—is the same shape as the multi-agent registries and workflow APIs I build now, just with tickets instead of tool calls.