Customer-focused technical support professional with 18+ years of experience supporting enterprise SaaS platforms through advanced troubleshooting, SQL analysis, API integrations, and customer advocacy. Skilled at investigating complex technical issues, collaborating across Product and Engineering teams, and delivering exceptional customer experiences through clear communication, root cause analysis, and knowledge sharing. Complements extensive support experience with formal training in data analytics, Python, SQL, and exploratory data analysis to solve technical and business problems using data-driven insights.
Work Experience
Senior Technical Services Engineer
Impact.com
Santa Barbara, CA (Remote) | Nov 2021 - Feb 2023
Independently owned and resolved complex platform, reporting, and integration issues for enterprise SaaS clients, coordinating cross-functional investigation efforts and driving issues through resolution.
Led client support and troubleshooting sessions to communicate issue status, manage stakeholder expectations, coordinate resolution efforts, and deliver tailored solutions.
Supported platform integrations, reporting workflows, and cross-system troubleshooting involving APIs, data validation, and third-party platform dependencies.
Partnered with Engineering and Product teams during high-priority incidents to coordinate investigation efforts, communicate status updates, and drive issue resolution.
Facilitated daily team review sessions to analyze support case trends and troubleshooting patterns, reducing average response times by 30%.
Authored internal knowledge base documentation, troubleshooting guides, and process improvements that standardized issue resolution workflows, reduced support inquiries by 15%, and improved overall customer experience.
Senior Software Support Engineer
Branch
Seattle, WA | Oct 2018 - Apr 2020
Delivered strategic SaaS technical support for the Universal Ads platform, resolving complex issues related to mobile deep linking, campaign tracking, and attribution measurement.
Partnered with Engineering teams to migrate 100+ clients to a new attribution system following the TUNE acquisition, supporting data migration, validation, testing, and minimal disruption to customer reporting.
Conducted SQL-driven attribution analysis, cross-system validation, and data flow investigations to identify reporting discrepancies, troubleshoot integration issues, and support accurate reporting for enterprise customers.
Led technical onboarding, integration troubleshooting, and client education for enterprise partners, strengthening platform adoption and supporting successful API and attribution integrations.
Served as primary support contact for the company’s highest-revenue client (~$1M monthly revenue), building trusted relationships while coordinating issue resolution, escalations, and ongoing platform support.
Software Support Engineer
TUNE
Seattle, WA | Oct 2015 - Sep 2018
Provided strategic SaaS technical support for the TUNE Marketing Console (DSP), helping customers troubleshoot integrations, resolve attribution and tracking issues, and optimize platform performance.
Utilized advanced SQL queries and Excel analysis to investigate complex data issues, validate reporting accuracy, identify root causes, and deliver actionable insights for enterprise clients.
Maintained 100% customer satisfaction across surveyed clients through proactive communication, timely issue resolution, and effective management of complex support engagements and escalations.
Authored knowledge base documentation and delivered training presentations for new hires, strengthening internal knowledge sharing and onboarding processes.
Technical Support Engineer
Microsoft
Seattle, WA | Aug 2006 - Sep 2014
Delivered advanced application and technical support for the Bing Ads platform, resolving high-priority customer issues related to campaign management, billing, reporting functionality, account access, and data discrepancies.
Partnered with account managers to analyze campaign performance data and optimize advertising strategies, improving conversion tracking accuracy and reporting reliability.
Designed and implemented team scheduling strategies to support 24x7 service coverage, reducing critical issue response times by 30%.
Recognized as a Top Customer Engineer, supporting Bing Ads' highest-revenue accounts and helping drive strong customer satisfaction and revenue retention.
Education
University of Arizona - Bachelor of Science, Marketing
Certifications & Professional Development
Google Data Analytics Professional Certificate - Google / Coursera
Data Analytics, SQL & Exploratory Data Analysis Using Python - University of Pennsylvania / Coursera
Predictive Analytics Using Python - University of Pennsylvania / Coursera
Skills
Technical Troubleshooting & SaaS Platform Support
Customer Issue Ownership & Resolution
SQL & Database Analysis (MySQL, PostgreSQL)
REST APIs, JSON, XML & System Integrations
Root Cause Analysis & Debugging
Cross-Functional Collaboration
CRM & Ticketing Systems (Jira, Zendesk, Salesforce)