Product Support Engineer | IT Helpdesk Specialist | QA & Coaching | 8+ Years Experience
I'm an IT support professional with 8+ years of experience helping SaaS companies and enterprise teams resolve technical issues, improve support quality, and keep systems running smoothly. I currently work as a Product Support Engineer for a SaaS pricing platform, where I handle incident resolution, log analysis, API testing, and CMS management while maintaining strict SLA compliance.
Before that, I spent time as a Quality Coach, building QA frameworks and coaching helpdesk analysts to improve performance and prior to that, years of hands-on multi-channel technical support (phone, email, chat) using tools like ServiceNow, Active Directory, Citrix/VMware, and remote support platforms like Bomgar and LogMeIn.
What I bring:
8+ years in IT Helpdesk, Technical Support & SaaS Product Support
Experience with ServiceNow, Jira Service Desk, Postman/Bruno, AWS, Azure
QA framework design, coaching, and performance improvement
Strong troubleshooting across hardware, software, networking, and cloud environments
Clear communicator — skilled at translating technical issues into simple guidance for non-technical users
I'm detail-oriented, SLA-driven, and comfortable working independently or with cross-functional engineering teams. Whether you need someone to manage a support queue, build out QA processes, or provide top-tier technical troubleshooting, I bring both the technical depth and the coaching mindset to help your team perform better.
Availability: Full----------- time
Open to: IT Helpdesk, Technical Support, Product/SaaS Support, QA Coaching, Support Team Lead roles
Verified