Ken Braatz
Chief Technology Officer at SupportNinja
Greater Orlando, United States
About Ken Braatz
Ken Braatz is Chief Technology Officer at SupportNinja. Location: Greater Orlando, United States.
I've spent almost three decades inside enterprise IT and BPO environments, running infrastructure, telephony, security, and applications at scale. I've learned to trust systems that survive contact with reality while remaining skeptical of almost everything else. Understanding the gap between how a system was designed to work and how it actually behaves at 3AM with live traffic on it is at the core of how I evaluate every technology decision I make. I care about work that holds up under load and teams that own the outcome, and I don't have much patience for hype or strategies that ignore either one. As the CTO at SupportNinja, the problem I keep encountering is that AI in production doesn't hold its accuracy by itself. Solving this problem for our customers is something I’ve become passionate about, so I’ve developed and written the Human-in-the-Loop Operations (HITL Ops) framework to address it head on because AI, like any other production system, needs operational discipline or the value never shows up. If you've got AI in front of your customers, writing its own answers to their questions and driving automated tasks, and you're not sure who owns its accuracy, that's a conversation I’d love to have. Operator to operator.
Skills
Additional experience
SVP, Information Technology
SupportNinja
March 2024 – June 2025
Education
- Lean Six Sigma Yellow Belt, Florida International University - College of Business
- A.S., Montgomery County Community College