Technical SaaS Support Specialist - Remote Power Users Liaison

Jawana Millet

Conyers, GA Remote

Professional Summary

Technical Customer Support Specialist with 5+ years of experience supporting SaaS platforms in remote, ticket-driven environments. Skilled in troubleshooting authentication, billing, and platform issues while maintaining strong SLA and CSAT performance. Experienced collaborating with Product, Engineering, Billing, and Operations teams to resolve complex issues and improve support workflows. Known for clear written communication, documentation, and identifying product trends that improve customer experience. Core Skills

SaaS Technical Support

Email & Asynchronous Customer Support

Ticketing Systems: Zendesk, Jira, Salesforce

Billing & Payment Support (Stripe)

Authentication & Access Management (SSO, RBAC, Okta) Bug Triage & Root Cause Analysis

SQL (Data Validation)

Knowledge Base & Documentation Management

SLA Compliance & Queue Management

HighnVolume Ticket Processing

CrossnFunctional Collaboration

Process Improvement & Trend Analysis

Remote Support Operations

Professional Experience

Figma — Remote

Technical Support Specialist (Contract) Apr 2024 – Aug 2025

• Delivered advanced email-based technical support for a large SaaS platform in a highnvolume ticket environment.

• Troubleshot authentication, permissions, performance, and feature issues.

• Documented and escalated product bugs using Jira.

• Maintained detailed case documentation supporting product improvements and support insights. Patreon — Remote

Product Support Associate (Contract) Aug 2021 – Feb 2023

• Provided asynchronous customer support for a subscription-based SaaS platform.

• Investigated billing, invoicing, and subscription issues using Stripe.

• Communicated complex technical issues clearly through written responses.

• Shared recurring customer insights with Product and Engineering teams. Amazon — Remote

Customer Support Agent Feb 2020 – Jul 2021

• Managed highnvolume email, chat, and ticket support queues.

• Resolved account, payment, and technical issues while meeting SLA requirements.

• Maintained detailed case documentation and customer communication records. Equifax — Alpharetta, GA

Dispute Resolution Representative Jan 2019 – Jan 2020

• Investigated and resolved complex customer disputes and account issues.

• Identified system bugs and process gaps to improve service efficiency.

• Streamlined inquiry handling processes to reduce response time and increase customer satisfaction. Education

Redan High School — Stone Mountain, GA

High School Diploma

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