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Ale Cabrera
Ale Cabrera
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SHIPPED · IP INTELLIGENCE · INCIDENT RESPONSE

API v2 Bug

Coordinated the fix and directly notified every affected customer after a v2 API bug broke live workflows, restoring trust through transparency.

Incident response

  1. Day 0
    Kickoff: v2 API bug breaks customer workflows
  2. Day 0
    Discovery: root cause coordinated with engineering
  3. Day X
    Fix: patch shipped
  4. Next
    Customers notified directly, workflows restored

What happened, in order

  1. v2 API bug breaks workflows
  2. Fix coordinated with engineering
  3. Direct customer comms
  4. Trust restored

The risk, and what happened

RiskHow it was handledResult
Business viability. A live API bug broke customer-facing workflows, risking trust and continued usage if handled poorly or silently.Chose direct, proactive customer communication over letting customers discover the break themselves. Engineering confirmed root cause and a fix first.Affected customers got a fast, transparent fix instead of silence, restoring trust in the platform.

My role. Owned the customer communication and coordinated the fix with engineering.

What we did. Communicated the update path and risks directly to every affected customer, inviting them to update.

Product leader with a data scientist past · Zapier, Clearbit, HubSpot

Product doc: ale-cabrera.com/portfolio/api-v2-bug