Tai Spears

I'm a Technical Operations Specialist with over five years experience supporting and improving enterprise SaaS platforms. I'm Experienced in SQL investigation, production issue analysis, software troubleshooting, Agile delivery and cross-functional collaboration with Product, Development, Customer Success and Engineering teams. Recognised for solving complex technical problems, leading technical training, managing major incidents and translating customer requirements into technical solutions.

Currently completing the Microsoft Full Stack Developer Professional Certificate focusing mainly on the .NET and C# tech stacks.

Technical Operations Specialist at CitNOW Group (2022-11 – Present)

• Lead technical investigations into complex production issues affecting enterprise customers.
• Perform SQL analysis against live production databases to identify root causes and validate system behaviour.
• Partner with Product Owners and Software Engineers to prioritise defects and platform improvements.
• Support integrations, onboarding activities and enterprise platform configuration.
• Deliver structured technical training and documentation for engineers and international reseller partners.
• Act as a senior escalation point for complex application and database issues.

Customer Support Manager at CitNOW Group (2024-02 – 2024-11)

• Managed an eight-person support team across multiple SaaS products.
• Led major incident communications and performance development.
• Introduced technical training and operational improvements.

Technical Support Representative at N-able

Provided advanced enterprise software support while consistently exceeding SLA targets.

Technical Support Specialist at Interacoustics

Supported specialist medical software, beta testing and technical documentation.

Customer Service & Replenishment Supervisor at B&M Retail

Progressed through supervisory roles, leading teams and operational improvements.

BSc (Hons) in Applied Computing – University of Stirling

HND in Software Development – Forth Valley College

HNC in Software Development – Forth Valley College