Senior Technical Support Engineer

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Summary

I am a customer-focused technology professional with extensive experience in technical support, systems administration, and SaaS integrations. Over the past several years, I have built a track record of managing high-volume remote support teams, leading client onboarding, and optimizing enterprise platforms like Salesforce, Spiff, Quip and AppDirect marketplace.

My expertise spans API integration, workflow automation, and troubleshooting complex issues using tools such as Postman, SQL, and Splunk. I have successfully led projects that improved system efficiency, reduced case resolution times, and enhanced customer satisfaction. Notably, I contributed to scaling support operations by creating documentation, driving process improvements, and coaching support teams to handle 4555 interactions daily across email, chat, and phone channels.

Major achievements include:

Designing and implementing scalable support workflows for SaaS platforms, improving resolution times and CSAT.

Supporting Salesforce-Spiff integration projects, applying Excel-based logic and automation to solve commission and reporting challenges.

Leading remote teams in fast-paced environments, balancing quality customer experience with operational efficiency.

Acting as a key liaison between customers, product, and engineering teams, turning complex issues into structured requirements for faster fixes and product improvements.

I thrive in environments where I can bridge technical problem-solving with customer advocacy, and I bring both leadership experience and hands-on expertise to every role.

8x Salesforce Certified
Spiff level 1 and Level 2 certified.
AgentBlazer Legend certified.

Expectations

An opportunity to leverage my expertise in Salesforce, Spiff, and API integrations to solve complex technical and business challenges.

A role where I can lead or mentor support teams, improving processes, driving efficiency, and delivering excellent customer experiences in high-volume environments.

Exposure to cross-functional collaboration with Product, Engineering, and Customer Success teams, so I can contribute to both customer satisfaction and product improvements.

A workplace that values continuous learning, growth, and innovation, where I can expand my skills in areas such as automation, SaaS optimization, and system integrations.

A culture that emphasizes empathy, accountability, and results, allowing me to make a meaningful impact on both customers and the organization.