Founder product · Operations platform architecture / Operations intelligence / support orchestration
Helios Operations
Giving every customer request a route to the right team.
A live operations and support platform at heliosconsole.com, bringing customer requests, routing, role-scoped workspaces, and delivery accountability into one system for Synctech.
Visit live product- My role
- Founder · Product Architect · Operating-System Designer
- Built for
- Customers and the support, product, and engineering teams serving them
- Work
- Founder product · Operations platform architecture
The business context
The work behind the product.
Supporting a product portfolio means coordinating customer requests, bugs, engineering work, and service expectations. I built Helios Operations to give Synctech a shared command layer for that work, with customer-facing intake and role-specific team workflows.
Product judgment
The decisions that shaped it.
Make the request traceable from the start.
Ticket intake, stable references, status views, and audit history give each request a recognizable place in the support workflow.
Route work around responsibility.
I structured routing, escalation, notifications, and service levels across engineering, product, and operations so support has a clear path through the team.
Give people access to the work they own.
I designed role-scoped customer and staff experiences, with data boundaries supporting client-facing requests and internal delivery work.
The workflow
How the pieces connect.
- 01
Submit a request
Customer intake creates a ticket with a stable reference and a status the requester can follow.
- 02
Route and prioritize
Routing, service levels, and escalation connect the request to the responsible team.
- 03
Coordinate delivery
Support and bug-tracking workflows bring engineering, product, and operations into the same command platform.
- 04
Follow the record
Status, notifications, and audit history maintain a record of the request and the work around it.
What I led
- Defined the platform architecture across support, customers, roles, projects, and auditability
- Designed secure role and data boundaries for Synctech teams and client-facing workflows
- Structured ticket routing, escalation, notifications, service levels, and release governance
- Directed Lovable and Supabase delivery for the operating platform and its agent-assisted workflows
Delivered
Giving every customer request a route to the right team.
Built and launched a live operating platform that gives Synctech one command layer for customer support, product delivery, accountability, and evidence-backed decisions.
Delivery & technical notes August 2026 project record
- Public production platform on the Helios custom domain
- Role-scoped access and Row Level Security across operational data
- Customer ticket intake, stable references, routing, notifications, and audit history
- SLA-aware support and bug-tracking workflows for engineering, product, and operations