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.
