When Isaac Gamboa stepped into the role of Vice President of Engineering at Xcelocloud, he brought over two decades of hands-on technical experience and a determination to transform IT support delivery. Having spent years on the front lines of complex escalations, Isaac understood the frustrations customers encounter when real help seems out of reach. His mission was clear: to eliminate the layers, the scripts, and the finger-pointing that hinder solutions. Instead, he helped grow a model focused on what matters most—fast access to great engineers, empathetic communication, and a culture of trust. Today, that philosophy shapes every customer interaction at Xcelocloud, redefining what technical support can—and should—be.
Support today requires more than good intentions; it demands a new approach.
In this conversation, Isaac shares what inspired the shift, why engineering responsiveness matters more than ever, and how assembling the right team and tools can transform both customer outcomes and long-term partnerships.
Why is engineering responsiveness such a priority in your team’s model?
I’ve been on the customer side. I know what it’s like to wait, escalate, and re-explain the issue. The longer it takes to get to someone who can actually help, the more frustrating the experience becomes. We wanted to flip that entirely. When you reach out to us, the person on the other end already knows the system, the tools, and how to get started. That changes everything.
What did you set out to fix when you joined Xcelocloud?
I wanted to eliminate the noise—the delays, the unnecessary layers, the scripted back-and-forth. Instead of starting with Tier 1, we start with engineers. Real ones. People who don’t need a flowchart to get to the root cause. That decision alone removed a huge amount of friction from the customer’s experience.
What’s broken about the way most organizations handle escalations?
Escalations usually mean someone below you couldn’t fix it. But every time you move up the chain, context is lost. New person, new explanation, same issue. It creates delays and customer frustration. So, we structured our teams to remove that chain entirely. You get the person who can fix it right away, not after three handoffs.
How do you build a team that operates that way from day one?
It starts with hiring. We look for engineers who know how to communicate, not just with technical peers but also with customers. We ask how they recover a conversation when something goes sideways. We want people who are curious, who care, and who can take ownership of the outcome. Then we provide them with tools and processes to move quickly and stay focused.
What role does platform visibility play in your model?
It’s critical. In a multi-vendor environment, a lack of visibility kills efficiency. So, we built a system where our engineers can see everything they need—real-time data, cross-stack insights—all in one place. Whether they’re working on security, infrastructure, or collaboration tools, they’re not jumping through different interfaces to troubleshoot.
Can you describe what good support looks like in action?
It’s when a customer doesn’t need to ask twice. It’s when we bring them the fix before they chase us for updates. During the CrowdStrike incident, for example, we didn’t wait for an upstream patch; we were already working on mitigations and helping customers stabilize. That’s the level of ownership our engineers bring to the table.
How do you maintain trust in complex support situations?
Almost everything we do is “over the shoulder.” We walk customers through solutions in real time and are transparent about every step. That kind of collaboration builds confidence and avoids the perception that support is happening in a black box. We’re not hiding behind ticket numbers; we’re on the same call, solving the same issue.
What’s the cultural piece that holds all of this together?
Empathy. I call it “technical bedside manner.” You have to care about how the other person is experiencing the problem, not just the technical details. When engineers show up with that mindset, trust builds faster, and resolutions come easier. That’s what we train for, hire for, and reward.
Trust, Empathy, and the Future of Support
Outstanding engineering leadership is built on trust, empathy, and execution, and it shows in every customer interaction at Xcelocloud. Isaac’s approach proves that technical expertise alone isn’t enough; how you deliver it makes all the difference.
At Xcelocloud, we’re always looking for engineers who bring this same mindset: technical excellence paired with real-world empathy. If you’re passionate about making IT support better, we’d love to hear from you.
And if your organization is ready for a new standard of support—one built on speed, transparency, and true partnership—contact us to learn more about how MVSS365 can transform your support experience.
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Pelham Greene
Pelham Greene is a Marketing Manager at Xcelocloud and has more than 10 years of experience working for Fortune 500 companies, specializing in leading cross-functional initiatives and global marketing campaigns. He graduated Cum Laude with a BS in Business Administration from the University of Tennessee and is a certified Project Management Professional. In his spare time, Pelham enjoys tabletop gaming, playing guitar, and hiking in the PNW with his wife and golden retriever.
