Technical Customer Support and Onboarding | Specializing in Turning Detractors Into Promoters

Technical Support Specialist | Customer Onboarding | Turning Escalations into Advocacy I specialize in high-touch technical support for enterprise SaaS products, bridging the gap between complex technical products and the humans who rely on them. Whether I’m debugging API integrations for Fortune 500 clients or guiding non-technical users through product features, I excel at context-switching between audiences and delivering clarity under pressure. What I bring to support teams: Expert de-escalation and relationship recovery, I’m the person who takes the call when a customer is at their breaking point and transforms them into a promoter Deep technical fluency with APIs, troubleshooting, and technical documentation, enabling me to handle everything from basic inquiries to complex debugging scenarios Proven ability to thrive in fast-paced, reactive environments while maintaining support metrics (CSAT, SLA) and ownership of high-urgency cases Experience training diverse audiences, from leading retirees through iMovie workshops to onboarding executives on technical platforms My customers include: NASA, the NBA, the US military, and a significant portion of the Fortune 500, representing thousands of successfully supported users across consumer and enterprise segments. I’m energized by insights, reading between the lines of user questions, and building systematic solutions that scale. I believe great support combines technical precision with genuine empathy, and I’m passionate about contributing to the foundational work that makes support teams excellent.