Timothy B.

✅ TOP RATED PLUS Talent | 12,000+ hours experience US-based technical support for SaaS and fintech companies. I plug into your team and own the tickets your engineers shouldn’t be answering. I’ve done technical support for over 12 years, most recently as Head of Support at Unit21, a fraud detection platform used by banks and fintechs. There, I managed a team of 3 support engineers in different time zones aroudn the clock. On Upwork I’ve held long-term support roles at several SaaS companies (12,000+ hours, Top Rated Plus). What I take off your plate: • Email, chat and/or phone support in any CRM • The hard tickets: reproducing bugs, checking data with SQL, AWS Cloudwatch, HoneyComb/DataDog, etc. and finding the actual cause • Clear bug reports so your engineers fix things the first time • Help articles so the same questions stop coming back • Help build out AI systems (informed by internal help article context) to deflect tickets and reduce support head count • Customer onboarding and setup • Payment and checkout issues