John Mandungu Mandende

Senior Technical Support Engineer with 10+ years of experience delivering enterprise technical support across SaaS, cloud infrastructure, SQL databases, networking, enterprise mobility and customer-facing technologies. Proven expertise managing escalations, incident management, root cause analysis, SLA adherence and cross-functional collaboration with Engineering and Product teams.

Technical Support Engineer at Upland Software (2024-02 – Present)

• Provide advanced technical support to Enterprise customers, acting as primary point of contact.
• Troubleshoot complex software issues via phone, email, and online forums while meeting SLA targets.
• Own cases end-to-end, ensuring accurate documentation and timely resolution.
• Reproduce customer-reported issues to support root cause analysis.
• Collaborate closely with Engineering and Product Management teams to resolve defects and improve product quality.
• Deliver consistently high customer satisfaction through clear communication and professional service.

Customer Support Associate at Convera (2023-12 – 2024-02)

• Handled pre- and post-transaction client queries across multiple channels.
• Resolved client issues efficiently, escalating to Sales teams where appropriate.
• Used product knowledge to identify upsell opportunities and improve customer engagement.
• Promoted adoption of digital platforms by demonstrating online tools and benefits.

Customer Success Engineer at Trellix (2023-02 – 2023-09)

• Provided technical support to internal and external customers across security products.
• Worked directly with customers to diagnose and resolve complex technical issues.
• Partnered with Advanced Support and Engineering teams to drive issue resolution.
• Conducted remote troubleshooting sessions and logged product defects.
• Proactively communicated emerging issues to stakeholders and management.

Technical Support Analyst at Cority (2022-11 – 2023-02)

• Supported clients with installation, configuration, and use of Cority Product Suite.
• Logged and managed support cases, ensuring regular client communication.
• Escalated unresolved technical and functional issues to Tier 2 Support and Consulting teams.
• Collaborated with R&D to report bugs and assist with feature testing.

Customer Support Engineer – Level 2 at Matterport (UK) (2021-11 – 2022-07)

• Provided Level 2 support for escalated SMB and Enterprise customer issues.
• Supported customers via phone, email, and chat with a focus on high-quality service.
• Managed enterprise accounts and complex escalations.

Technical Support Engineer – Level 2 at SOTI Ltd (2019-07 – 2021-11)

• Led support for Enterprise clients and handled escalated Level 1 issues.
• Installed, upgraded, and maintained SOTI MobiControl in AWS environments.
• Managed Windows Servers and SQL databases (backup, restore, optimization).
• Monitored cloud servers for performance, CPU, and memory utilization.
• Troubleshot server-side, network, firewall, and device enrollment issues.
• Mentored and trained Level 1 support engineers.

Technical Support Engineer – Level 1 at SOTI Ltd (2018-03 – 2019-07)

• Delivered pre- and post-sales technical support via phone and email.
• Diagnosed application issues and collaborated with Development teams.
• Reproduced customer environments to identify and resolve issues efficiently.

Underwriting Support Specialist / CSR at Yapstone (Ireland) (2017-01 – 2018-03)

• Provided customer support via phone and non-call channels.
• Assisted customers with applications and reviewed supporting documentation.

Language Studies – University of Kinshasa

English Language & Information Technology – FAS Training Centre

Certificate in Advanced English