My story

I was rejected for my first tech job.

I’d spent years in customer support, handling the cases nobody else wanted: safety, GDPR, the really complex ones. I had no plan, and I just felt stuck. Then a junior system admin role opened up, so I applied, and they said no.

A few months later, the hiring manager came back and told me I had been their second choice. They asked if I still wanted the job, and I said yes.

Then the people who knew the system started leaving, one after another, and I ended up on my own with no handover and no one to ask. So I asked myself what Jullian from the future would do, the one who’s already an expert in this system. And I started doing exactly that.

That’s how I taught myself how every customer request travels through the system, what breaks, and what connects to what. Before long, I was in the rooms where decisions were made, and every team depended on the system I owned.

In 2023, our company wanted AI to answer customers’ questions about pricing, refunds and cancellations, but the tool we had wasn’t good enough. So I sat down with the product team to work out what the conversation should look like and what we needed to capture, so that every request reached an agent with the right information.

In November 2025, AI became my full-time work: building agents and owning projects. I learned to work out with customers how their systems talk to each other, and how that fits what the platform can actually do. I also learned that less is more. I used to think a more complex flow was a better one, but it isn’t. Now I build what each customer really needs, based on their own data, and my years as a system admin help me read it. My confidence today is completely different from when I first joined.

That’s why this is called Ask Jullian. If you’re stuck where I was, ask me, and I’ll explain it the way I wish someone had explained it to me.

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