Technical Support Leader - SaaS & Escalations Expert

ERIC A. YESKE

Customer Success / Technical Support Engineer

Raleigh, NC • Remote

*.*****@*****.***

SUMMARY

Customer-focused technical support and escalation engineer with 15+ years of experience owning complex customer issues through to resolution. Strong background in SaaS application support, infrastructure troubleshooting, and root-cause analysis. Experienced in extended customer engagements, clear technical communication, and collaborating across Support, Engineering, and Product to resolve blockers and improve customer outcomes.

CORE SKILLS

• Customer-facing technical ownership (multi-day / multi-week issues)

• Advanced troubleshooting & root-cause analysis (logs, APIs, configs)

• SaaS application support & integrations

• Permissions, access models, and data-driven workflows

• Clear written communication for non-technical audiences

• Cross-functional collaboration (Support, Engineering, Product, Success)

• Linux & Windows administration

• Scripting & automation (Bash, PowerShell)

PROFESSIONAL EXPERIENCE

Customer Success / Escalation Engineer

Rubrik — Morrisville, NC 2021–2024

• Owned complex customer issues end-to-end, frequently spanning multiple weeks, until customer confidence and functionality were fully restored.

• Investigated technical blockers impacting customer adoption, renewals, and satisfaction across SaaS and hybrid environments.

• Diagnosed issues involving application behavior, integrations, permissions, infrastructure configuration, and data workflows.

• Served as a technical bridge between Support, Engineering, and Customer Success teams to align on resolution plans.

• Communicated findings and next steps clearly to customers, setting expectations and reducing churn risk.

• Authored structured RCAs and internal documentation to prevent recurrence and improve support efficiency.

Systems / Infrastructure Engineer

Etix — Morrisville, NC 2006–2021

• Supported customer-facing applications and underlying infrastructure in production environments.

• Troubleshot application and system issues impacting customer experience and service reliability.

• Participated in extended investigations of recurring issues, contributing to long-term fixes.

• Collaborated with internal teams to improve monitoring, stability, and operational processes.

• Developed a strong foundation in diagnosing how technical system issues affect customer outcomes.

CERTIFICATIONS & EDUCATION

• Linux Foundation Certified System Administrator (LFCS)

• High School Diploma

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