Nick Lax

Austin, TX · Support operations · Compliance · AI evaluation

I make sure the answer is right, and show where it came from.

More than ten years in enterprise software support, cannabis compliance, and web and motion design. Underneath, the job was always the same: apply the written rule, check the claim against the document, explain what I found. Now I build AI tools that work that way, and I publish how often they're right.

See the work Email me Download resume

01 — Featured work

Two tools, and the numbers behind them

Both are live and open source. The scores are from tests I'm happy to show you.

scenebiscuit-cell.github.io/support-desk-repo-1
Pharos agent desk: an urgent ticket open, with priority counts and a status panel beside it Pharos help chat, Ask the Keeper, next to a panel showing which help articles it checked

Suspicious-login reports always go to a person, whatever the AI says

AI support operations

Pharos Support Desk

The problem: AI help chats answer confidently even when they're wrong, and nobody can see why a ticket landed where it did.

What I built: A support setup for a fictional project-management app, from both sides. Customers get a help chat that answers only from the help articles and cites them, plus a portal to track their requests. Agents get a desk with AI triage, drafted replies and SLA timers.

The result: On 36 tickets the AI had never seen, triage picked the right category 89% of the time and the right priority 83%. The misses are in the README too.

category accuracy
89%
priority accuracy
83%
unseen, hand-labeled tickets
36
Live demo (opens in a new tab) Customer portal (opens in a new tab) Code (opens in a new tab)
scenebiscuit-cell.github.io/coa-crosscheck
COA Crosscheck checking a sample tincture against federal hemp rules, with a Review verdict and the trichome characters looking skeptical COA Crosscheck checking a sample tincture against Texas medical rules, with a Clear verdict and the trichome characters smiling

Every finding links to the rule behind it

Cannabis compliance

COA Crosscheck + TCUP COA Checker

The problem: Every lab formats its certificate of analysis differently, so checking one against state limits by hand is slow, and it's easy to miss a number.

What I built: Two browser tools that read a COA and check it against the rules for Texas, Missouri, Colorado, California and federal hemp. Each result is Clear, Review or Hold, and every finding links to the regulation behind it. When a rule is unclear, the tool flags it for review instead of guessing.

The result: 88 automated tests, run on every change. Accessible to WCAG 2.2 AA in light and dark mode.

automated tests passing
88
states plus federal hemp
5 + 1
WCAG 2.2, light and dark
AA
COA Crosscheck (opens in a new tab) TCUP checker (opens in a new tab) Code (opens in a new tab)

02 — Currently building

On the workbench

In progress · control panel working

QRTZ

Live visuals for DJ sets, built in TouchDesigner. A small lit crystal on the booth is the controller: spin it or gesture over it, and the screens change with the beat.

In progress · boss fight playable

ASSET ZERO

A roguelite shoot 'em up in Godot 4, in the spirit of Raptor (1994). You fly a jet made of liquid metal that changes shape mid-fight.

03 — Experience

Support, compliance and design

The short version. The full resume is the download button at the top.

  1. 2025

    Project Specialist, Division of Cannabis Regulation

    Missouri Dept. of Health and Senior Services

    First hire on a new compliance pilot program. Designed its regulatory workflows and owned chain-of-custody compliance across statewide facility audits in METRC.

  2. 2022 – 2024

    Owner & Operations Manager

    The Strand LLC · Tijeras, NM

    Founded and licensed a regulated small business, and wrote the safety, compliance and operations SOPs it ran on.

  3. 2020 – 2021

    Enterprise Support Specialist

    Loom · Austin

    Technical support for enterprise customers and rollout plans for large organizations.

  4. 2017 – 2020

    Multimedia Designer & Project Manager

    Nick Lax Designs · Austin

    Design and video projects for clients, start to finish, including a 200-plus video pipeline for a live-music YouTube channel.

  5. 2014 – 2017

    Customer Success Advocate, then Product Advocate

    Atlassian · Austin

    Resolved thousands of customer inquiries by phone, email and chat, helped design the team's training program, and was promoted in 2016.

B.A. Communication Design, Texas State University · Web Developer Specialist certificate, Austin Community College

04 — About

Hi, I'm Nick.

I've been an enterprise support specialist at Atlassian, a state cannabis regulator, a small-business owner and a freelance web and motion designer.

I'm not a career developer. I build these tools with Claude Code and test them the way an auditor would, and I'd rather publish a real accuracy score than a demo that only works on the examples it was built from.

Hiring? Let's chat.

nlaxatx@gmail.com

Looking for support operations, customer success, compliance or AI evaluation roles in Austin or remote.

LinkedIn (opens in a new tab) GitHub (opens in a new tab)