Support Engineer Incident Management

Marc Wagner

Application Support Engineer SaaS Systems Linux & SQL Troubleshooting

Syracuse, NY • 315-***-**** • ***********@*****.*** linkedin.com/in/marc-wagner-889a4334b

Professional Summary

Customer-focused Support Engineer with 15+ years’ experience resolving complex issues across enterprise SaaS platforms and distributed systems. Skilled in Linux, SQL, and ETL pipelines, with strengths in incident management, platform uptime, and cross-functional collaboration. Calm under pressure with a proven track record of delivering technical solutions and improving support processes.

Experience

Application Engineer – L2 Software Support

XTIUM, Inc. (formerly ATSG, Optanix, ShoreGroup) Remote Jun 2012 – Mar 2025

• Resolved critical incidents impacting global SaaS platforms (network, API, system performance).

• Automated troubleshooting with Bash/SQL scripts; enhanced ETL monitoring and data accuracy.

• Boosted uptime by 34% and cut resolution time by 25%.

• Maintained technical documentation, SOPs, and training resources. SaaS Supervisor

Optanix/ATSG Syracuse, NY Dec 2014 – Oct 2020

• Led support team managing ticket triage and escalation workflows.

• Troubleshot Linux systems, VPNs, SSL/TLS, and SQL queries.

• Partnered with QA/DevOps to improve releases and fix escalated issues. Lead MACD / Implementation / L1 Engineer

ShoreGroup Syracuse, NY Jun 2012 – Dec 2014

• Delivered remote support for distributed monitoring platforms.

• Performed RCA for P1 incidents and configured firewalls and Linux servers.

• Ensured platform stability through performance tuning and client coordination. Technical Skills

Systems: Linux (Ubuntu, Red Hat), Windows Server

Languages: SQL, Bash, Python (basic)

Tools: Jira, Confluence, Salesforce, ServiceNow, Optanix Security: LDAP, OAuth2, VPN, DNS, SSL/TLS

Cloud: AWS (basic), Docker/Kubernetes (exposure)

Concepts: SaaS, ETL, DBMS, APIs (basic), Incident Response, IAM solutions

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