Customer Support Specialist with experience supporting enterprise SaaS clients, handling production issues, investigating technical problems, and coordinating their resolution with Product, Engineering, and QA teams. Ski…
Customer Support Specialist with experience supporting enterprise SaaS clients, handling production issues, investigating technical problems, and coordinating their resolution with Product, Engineering, and QA teams. Skilled in analyzing application data, logs, SQL queries, and APIs to identify root causes and provide clear, actionable solutions. Experienced in client communication, incident follow-up, release validation, and process improvement, with a strong focus on delivering reliable and responsive customer support.
<p>Own client-reported issues from first report to resolution, coordinating with Product, Engineering, and QA to clarify context, track fixes, and keep customers and stakeholders updated.<br>
Diagnose 120+ production issues using PostgreSQL, Postman, REST APIs, and application logs, turning technical findings into clear, customer-ready explanations and internal action items.<br>
Support 15+ SaaS release cycles through smoke, regression, and user acceptance testing, validating fixes before rollout and logging/tracking defects in Jira to prevent repeat customer complaints.<br>
Designed an AI-powered Jira ticket triage workflow (n8n + LLM prompt engineering) that reduced manual investigation time by 60–70%, speeding up response times for customers.</p>
<p>Built an interactive KPI dashboard (Python/Django, Jira API, PostgreSQL): tracking SLA compliance, response times, and client retention, and giving the support team real-time visibility into service quality.</p>
<p>Gathered and prioritized user requirements across 3 startup products and built a full-stack web app supporting authentication, data management, and reporting — strengthening technical troubleshooting skills.</p>
<p>Analyzed market and operational data to evaluate solution feasibility, translating findings into clear recommendations for non-technical stakeholders and sponsors.</p>
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