Sana Labs · Project Coordinator · 2023 to 2025
Escalations engineers don't have to chase
Turned enterprise client bug reports into structured escalations with reproduction steps and root cause, shortening delivery timelines at Sana Labs.
The situation
Sana Labs builds an AI-driven learning platform for enterprise clients. When a client hits a bug, the report usually arrives as a symptom, not a diagnosis, and every follow-up question an engineer has to ask adds a day.
What I did
I sat between enterprise clients and the engineering team. Each bug report became a structured escalation in Linear with clear reproduction steps and a first pass at root cause, so engineers could start on the fix instead of the investigation. I also ran client onboarding and technical kick-offs, managed publishing partner campaigns in Asana, and kept the whole thing moving async through Slack.
What changed
Delivery timelines for high-stakes clients got shorter, and account health improved with them. The lesson I took away is simple: an escalation should arrive with enough context that nobody needs to reply with a question.