Ronalyn A.

Product Support Engineer with 8+ years of experience in SaaS technical support, IT helpdesk operations, and quality assurance. Helping international companies deliver seamless customer experiences. Currently supporting a SaaS pricing platform at PROS AI, where I diagnose complex product issues, manage SLA compliance, and collaborate with engineering teams to drive faster resolutions and improve product quality. What I bring to the table: ✔ Deep hands-on expertise with AWS, Azure, Active Directory, Jira, ServiceNow, and Confluence ✔ Proven ability to achieve First Call Resolution (FCR) and reduce ticket escalations ✔ Experience building and maintaining knowledge base documentation that empowers teams ✔ Background in Quality Coaching — developing analysts, running evaluations, and improving CSAT ✔ Strong written and verbal communication for global, cross-functional collaboration Open to remote Product Support, Technical Support, or Customer Success Engineer roles with international companies.