Will Chassaing

Design preview

Box

From new to tech to managing the most technical support engineering team at Box.

This section will become the professional spine of the site: the path through Product Support, the systems built along the way, and the kind of technical leadership that comes from staying close to the work.

Story arc

  • 2018 – 2021

    Specialist → Senior Specialist

    Started 2018 as a Product Support Specialist with no formal CS background. Learned the product end-to-end through the queue: enterprise admins, integrations, edge cases, and the kind of escalations that don't fit any existing playbook.

  • 2021 – 2025

    Team Lead — systems builder

    Onboarding scaffolding, troubleshooting flows, ticket taxonomy, the QA program, the SME program, and the connective tissue that lets a technical support team move faster without flattening the judgment out of the work.

  • 2025 – present

    Manager, Platform & Integrations Swarm

    Promoted Nov 2025. Now running the most technical support engineering team at Box — APIs, integrations, developer escalations, AI Agent Quick Release, ZD QA pilot, Cursor for PS. Stay close enough to ramp, build the leverage that scales.

Selected proof

  • Chromium 141 coordination. Led cross-functional response that protected ~1M users under an external Chromium release deadline. Peer-noted as exceptional.
  • AI in Product Support. Helped shape Box Sensei and the Procedures system. Currently driving the AI Agent Quick Release program and Cursor for PS rollout.
  • QA program. Relaunched FY26 with AI capabilities; now extending into the ZD QA pilot — the first real test of the M-SVS framework.