Technical Support Engineer

• Aug 2022 - Present

- Collaborating with cross-functional teams, including developers, solution engineers, product managers, and account managers, to diagnose and resolve complex technical problems. - Contributing to and maintaining technical documentation, including knowledge base articles and user guides, to assist customers in resolving common issues independently as well as enhance overall support efficiency. - Analyzing system logs using diagnostic tools such as DataDog and Logz.io, to identify root causes of technical issues and leading the implementation of effective solutions. Show less

Product Support Specialist

• May 2022 - Jul 2022

Product Support Specialist

• 2021 - 2022

- Assisted developers with early diagnosis of incoming issues, pulling up data and logs from Bugsnag.- Pair-programmed with the Developers while investigating and solving assigned production tickets.- Structured the production support department and clearly outlined its processes, improved its documentation, incorporated new tools, and implemented new ideas.

Merchant Success Specialist

• 2018 - 2021

- Coached, trained, and provided support to new teammates to get them up to speed on existing processes.- Assisted new merchants with the setup process, providing guidance on account activation, platform integration, and configuring their online store.- Partnered with Tier 2, account managers, product managers and developers to investigate and fix production issues.