Senior SaaS Technical Support & Incident Lead
Resume:
Angel Rabanal
** ******* ******, *******, ** ****0 ·
***********@*****.*** ·
Senior Technical Support & Product Support Professional with 7+ years of experience supporting enterprise SaaS applications, specializing in SQL, API troubleshooting, incident management, application support, and customer-facing technical leadership. Experienced partnering with Engineering, Product, and Customer Success teams to resolve complex production issues, improve platform reliability, and deliver exceptional customer outcomes
CORE COMPETENCIES
SaaS Product Support • Tier 1/2/3 Troubleshooting • Root Cause Analysis (RCA) • API Debugging • SQL Querying • Incident Management • SSO/MFA (Okta, Azure AD, Ping) • Identity & Access Management (IAM) • Windows Server • Active Directory • Network Troubleshooting (DNS, DHCP, VPN, LAN/WAN) • Cloud Platforms • Zendesk • Jira • Postman • Oracle Cloud • Azure DevOps • Knowledge Base Management • Documentation • Release Management
PROFESSIONAL EXPERIENCE
SENIOR PRODUCT SUPPORT ANALYST
LogicManager — Jun 2021–July 2026
Served as the primary escalation point for complex SaaS platform issues, partnering with Engineering, Product, and Customer Success teams to restore service, identify root causes, and improve platform reliability while maintaining a 99.1% independent resolution rate.
Executed incident investigations and root cause analyses, reducing recurring issue volume by 15–20% through pattern detection and cross-team collaboration.
Led release operations as Release Manager & Scrum Master—coordinating sprint planning, regression testing, and deployment tasks—contributing to an 18% reduction in post-release defects.
Improved SLA adherence and average resolution times by 22% through workflow optimization and enhanced troubleshooting paths.
Managed high-volume Zendesk queues (triage, prioritization, escalation), producing weekly support performance and trend reports that informed product roadmap decisions.
Partnered with engineering and product teams to streamline backlog and bug triage, accelerating resolution of priority defects by ~25%.
Performed deep API debugging using logs, request/response tracing, payload validation, and endpoint testing, reducing API-related incidents by ~15%.
Utilized Oracle SQL Developer and Oracle Cloud to extract data, validate bug fixes, automate queries, and support complex RCA investigations.
Supported SSO/MFA implementations (Okta, Azure AD, Ping), improving authentication success rates and reducing SSO-related tickets by 30% through improved documentation and troubleshooting paths.
Onboarded and mentored new analysts, creating training materials that cut onboarding time by 40% and increased troubleshooting consistency.
Improved internal AI support chatbot performance using prompt engineering and structured feedback loops, increasing automated response accuracy by 12%.
Strong proficiency in Azure DevOps (ADO) for tracking requirements, managing work items, and supporting delivery timelines
Influenced product and engineering decisions by providing customer insights, technical analysis, and recurring issue trends during sprint planning, backlog refinement, and cross-functional planning sessions.
HARDWARE SUPPORT SPECIALIST
ShopTech Software — Apr 2019–Jun 2021
Resolved hardware and software incidents with a 97% first-call resolution rate, significantly lowering escalation volume.
Streamlined workstation and server setup processes, reducing deployment and imaging time by 35% through optimized configuration procedures.
Diagnosed and resolved LAN/WAN, VPN, DHCP/DNS, and routing issues, decreasing recurring network-related incidents by ~20%.
Performed server maintenance, including OS imaging, firmware updates, RAID configuration, and patching to improve infrastructure stability.
Investigated SQL Server connectivity and data integrity issues, preventing potential failures and improving system reliability for key customers.
Authored SOPs and knowledge base articles that reduced duplicate tickets by 25% and standardized Tier 1/2 support procedures.
OPERATIONS & LOGISTICS (CONDENSED)
2013–2018
Supported operational workflows using SAP, improved documentation accuracy, and coordinated shipping processes in high-volume environments.
Developed foundational skills in process improvement, documentation, cross-team coordination, and customer communication.
EDUCATION
B.S., Computer Engineering Technology
Central Connecticut State University — 2021
TECHNICAL SKILLS
Ticketing & Support Tools: Zendesk, Jira, HubSpot, Salesforce
API & Debugging: REST APIs, Postman, JSON/XML, API Logs
Databases: Oracle SQL Developer, SQL Server
Cloud & Infrastructure: Oracle Cloud, Azure AD, Windows Server (2016/2019), Active Directory
Authentication: Okta, Azure AD, Ping, MFA (Verify, Push, SMS), SAML
Networking: DNS, DHCP, LAN/WAN, VPN, Routing
Monitoring & Logging: Datadog, System Logs, Audit Logs
DevOps Tools: Azure DevOps Pipelines, Git
Operating Systems: Windows, Windows Server
Languages: English, Spanish
Skilled in managing and troubleshooting Windows Server environments, including user administration and service configuration.
Hands-on experience with Active Directory, including group policy management, user provisioning, and access control.
Proficient in configuring and maintaining DNS and DHCP services to ensure reliable network operations.
Solid understanding of SQL databases, performing query-based troubleshooting, data validation, and basic administration tasks.
ADDITIONAL SKILLS
Documentation & SOP Development • Release Management • Knowledge Base Optimization • Customer Experience Improvement • Training & Mentoring • Process Optimization
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