Product Support / SaaS Support
Tier‑1 production support focused on issue replication, documentation quality, and clean escalations to engineering teams within live SaaS environments.
Role Overview
I support a Linux-based POS and payments platform (Cake by Mad Mobile) in a production SaaS environment. My primary responsibility is to take real-world customer symptoms and translate them into technically complete, reproducible cases that downstream teams can act on quickly. This includes identifying patterns, validating expected vs actual behavior, documenting timelines and evidence, and ensuring clean handoffs to engineering and payments teams.
Product Support Skills
- Issue replication and root-cause analysis
- Production SaaS environment support
- Linux-based systems (support context)
- Command-line validation during troubleshooting
- Salesforce case documentation and taxonomy
- Evidence gathering (logs, screenshots, timelines)
- Escalation to Engineering and Payments
- Pattern recognition across historical cases
- Customer-facing communication during investigation
- Process improvement and documentation standardization
Professional Experience
L1 Technical Support Specialist
Mad Mobile (Cake POS & Payments Platform) · Jan 2025 – Present
- Investigate and document SaaS product issues reported by customers via phone, chat, and email.
- Translate merchant-reported symptoms into clearly defined problem statements with reproducible steps.
- Validate application behavior using command-line checks, configuration review, and historical case analysis.
- Produce Salesforce cases with complete reproduction details, timelines, severity, and impact.
- Escalate issues to Engineering and Payments teams with clean, actionable documentation to reduce rework.
- Maintain customer communication throughout investigation and resolution.
Achievement: Employee of the Month — November 2025
Associate Technical Support Specialist
Mad Mobile · Jan 2025 – Sep 2025
- Provided frontline support and initial investigation.
- Built foundational skills in documentation and triage.
- Identified when issues required deeper escalation.
Information Technology Solutions Specialist
Cook Technology Corp. · May 2024 – Sep 2024
- Diagnosed network and device issues in live commercial environments.
- Verified system behavior before and after fixes to ensure resolution.
Relevant Projects
- Salesforce Support Notes Automation: Built Power Automate and Copilot Studio workflows to convert transcripts into structured, reproducible Salesforce cases.
- Custom GPT Support Tools: Developed GPT-based assistants to standardize troubleshooting summaries and customer communication.
Looking for Strong Product or SaaS Support Experience?
If you’re hiring for a Product Support or SaaS Support role focused on issue replication, technical documentation quality, and effective escalation to Engineering and Product teams, my experience aligns well with these demands.