Support Specialist - HackerOne - London
(2019-07 - 2026-02)
- Handling inquiries from external and internal stakeholders via the support portals (Jira, Salesforce, Freshdesk, GitLab). Troubleshooting issues regarding APIs, integrations, SSO, SAML and MFA. Educating users and answering technical and process-related questions, while meeting metrics targets (CSAT, SLA).
- Engage with customers through the product life cycle, from pre-sales sandbox to implementation and post-sales. Discuss, investigate, reproduce, and escalate customer issues, collaborating with engineering and product teams to drive resolution and improve platform reliability.
- Supporting government cybersecurity sector agencies, including the U.S. Department of Defense (DoD) and the National Cyber Security Centre (ncsc.gov.uk). Familiarity with compliance requirements and security frameworks.
- Participate in technical communications within the team to share best practices and learn about new technologies and security applications.
- Authoring and maintaining high-quality technical documentation in Confluence, including knowledge base articles, user guides, and internal process documentation.
- Communicating product updates, issue status, and technical insights across teams via Slack, ensuring operational transparency and cross-functional alignment.
- Training and mentoring junior members, supporting onboarding and capability development across the support function.
- Act as a trusted liaison between users and internal teams, translating customer needs into actionable insights for product and engineering.
Application Support Specialist - Rightsline - London
(2018-10 - 2019-01)
SaaS support role handling customer issues and requests via Jira ticketing system.
- Handled customer issues and requests. Investigated, reproduced, identified and resolved or escalated issues. Reviewed issues and requests via Jira ticketing system.
- Authored admin level Confluence technical documentation such as knowledge base articles, user guides and company information.
- Communicated information, issues and product related matters via Slack.
- Updated documentation and monthly reports.
Application Support Analyst - MyAgentHunt - London
(2017-06 - 2018-09)
SaaS support role handling customer inquiries via multiple channels.
- Handled customer inquiries via email, phone and chat. Identified, solved and escalated issues.
- Provided training to customers and delivered presentations via WebEx.
- Authored technical documentation such as knowledge base articles and user guides.
- Updated documentation and monthly reports.
UK GOV Cloud Analyst - Oracle - Reading
(2017-03 - 2017-06)
SaaS role serving as a primary contact in assisting customers to effectively utilize Oracle software to meet their business objectives. Provided support to Government Agencies within the UK.
- Serving as a primary contact in assisting customers to effectively utilize Oracle software to meet their firm's business objectives. The role was to provide support to Government Agencies within the UK.
- Problem resolution - Communicating and recommending complex business process, procedures and diverse information to resolve customer issues. Gathering complete customer information, research internal knowledge base and documentation for known solutions, isolate causes and take restorative actions while minimizing disruption to the customer's business operation and document steps taken.
- Field escalated problems and crisis customer issues, providing communication to the customer and management staff. Identifying and communicating common elements of incidents escalated to the appropriate internal groups (development/support management) to drive visibility and resolution.
- Acting as the voice of support to development and articulating actions taken by the support team towards resolution of escalated incidents to a diverse audience of participants.
Technical Support Engineer - Sony Europe - London
(2014-09 - 2016-06)
SaaS technical support role for Media Cloud Services application with major media clients including Viacom, Paramount, Disney, BBC, ITV, The Weather channel, BSkyB and others. Interacted with customers at all stages of the customer experience life cycle.
- Handled Technical Support for the Media Cloud Services application. Customer support incl.: Viacom, Paramount, Disney, BBC, ITV, The Weather channel, BSkyB and others.
- Interacted with Customers at all stages of the Customer Experience (UX) Life Cycle including before and after sales technical support.
- Handled customer inquiries and assisted with product configuration as well as issue identification, issue tracking, customer/external and internal communication.
- Updated & authored Technical Documentation for Customers, including Knowledge Base and User Guides; Working with all aspects of the business including: Engineering, Product Management and Sales department.
- Provided technical guidance to Customers on REST & SOAP API's
- Participated in regular meetings/calls for critical issues escalation.
- Acknowledged and responded to Customer Support Requests for Digital Cinema Solutions (VPF) LCS/BOS software
- Held and managed regular on-site or remote Customer Meetings
- Provided guidance on Customer Support Process & Methodology
- Updated & authored Technical Documentation for Customers, including Operation Manual
- International Broadcasting Convention (IBC) - Sony annual conference in Amsterdam. 4 days, everyday in excess of 1,500 visitors. Presented and provided demos and Q&As at the Sony booth to 20 clients and potential byers a day, respectively. Subject matter expert for Media Cloud Services. Handled Q&As, scanned IDs and then followed up with potential byers before handing over to the Sales team on number of presentations.
Support Analyst - Sterling X-AG - London
(2012-05 - 2013-05)
SaaS support role for Virtual Data Rooms providing international client relationship and 24-hour support.
- International client relationship and 24h top quality support via email, phone and chat.
- Supported international projects such as Mergers & Acquisitions and Due Diligence.
- Supported customers on how to upload and manage files in the cloud.
- Provided training to customers and delivered presentations via WebEx.
Technical Support - Openmoney.ca - Canada
(2011-07 - 2011-09)
SaaS support role for Community Currencies Service Provider handling Information Technology and Systems Support.
- Information Technology and Systems Support: Updated MySQL database. SQL queries and tables
- Responsible for incoming tickets & extensive troubleshooting
