Keerthi Prakash

I%27m a customer experience and engineering leader with 12+ years building and scaling support, escalation, and technical account management functions at companies including Amazon (eero), Extreme Networks, and Twitter. Most recently, I built a Customer Engineering organization from scratch at eero and architected Engage AI, an internal AI platform that unifies fragmented customer and telemetry data to cut incident resolution time from days to minutes. My work sits at the intersection of customer experience, reliability engineering, and applied AI — I don%27t just manage support operations, I build the systems and org structures that turn customer signal into product and engineering action.

What makes me a good advisor/board member

I%27ve built the exact function — CX/support/escalation engineering — from zero multiple times, across a hardware/consumer company, an enterprise networking company, and a hypergrowth social platform, which means I%27ve seen how this problem changes shape at different stages and industries. I bring a rare combination for an advisor: hands-on technical depth (I personally architected an AI system end-to-end) paired with real organizational and people leadership (hiring, structuring, scaling teams globally). I%27m also candid — I%27ll tell a founder what%27s actually broken in their support/CX model, not just what%27s comfortable to hear, and I care about practical, implementable advice over frameworks that sound good in a deck.

What kind of companies would benefit most

I%27m the strongest fit for B2B SaaS and developer-tooling companies scaling past their early PLG stage into enterprise, where support/CX starts becoming a genuine bottleneck or competitive differentiator rather than an afterthought — especially companies building AI-native products where customer escalations increasingly involve autonomous agents, not just human users, which is a genuinely new problem most teams haven%27t solved yet. I%27m also well-suited to hardware/IoT and infrastructure companies navigating the shift from reactive support to unified, AI-assisted diagnostics, given my background at eero. Stage-wise, I%27m most useful to companies roughly Series A through growth stage — early enough that the support/CX function isn%27t built yet or needs real restructuring, but established enough that there%27s real customer volume and complexity to solve for.