Technical Support/Senior Product Specialist

HEIDE

ARMENEAN

Freelancer

*****.*@*****.*** +639*********

Pasig, Metro Manila, Philippines 1600

PROFESSIONAL SUMMARY

Technical Support/Senior Product Specialist with advanced support experience for a SaaS email marketing and automation platform. Resolves 90 to 250 tickets each month across email deliverability, automation workflows, and troubleshoots 6–10 third- party integrations per week across API and third-party integrations, while partnering with Engineering, Product, and Customer Success to close escalations. Mentors new specialists, maintains 13+ knowledge base updates per month, and supports customers through billing, migrations, and product adoption. LINKEDIN

• linkedin.com/in/heidearmenean

SKILLS

Technical Skills: Technical support, Email deliverability, Email Marketing automation, API & integration troubleshooting, Workflow automation Customer Support Operations: Customer escalation management,

,

Root cause analysis

Knowledge base documentation, Billing support, Cross-functional collaboration Implementation & Platform Support: WordPress,

,

Forms/Landing page

troubleshooting DNS configuration, Subscriber management, Account migration support PROFESSIONAL EXPERIENCE

08/2020 - 08/2026

Technical Support/Senior Product Specialist Kit.com (Formerly Convertkit) Creator Email Marketing Platform - Atticus Solutions, Inc. - REMOTE Technical Support/Senior Product Specialist

August 2021 – August 8, 2026

Product Specialist

May 18, 2020 – July 2021

Key accomplishments:

Provide advanced technical support for a leading SaaS email marketing and automation platform, assisting customers with complex product issues while collaborating across Engineering, Product, and Customer Success teams.

•

Resolved complex technical issues involving marketing automations, email deliverability, subscriber management, landing pages, forms, broadcasts, and sequences.

•

Diagnosed and resolved integration issues involving WordPress, Shopify, Zapier, Stripe, WooCommerce, Thinkific, Teachable, and other third-party platforms.

•

Investigated authentication and deliverability issues, including SPF, DKIM, DMARC, DNS configuration, and sender reputation.

•

Served as an escalation point for complex customer issues requiring advanced troubleshooting and coordination with Technical Team and Engineering.

•

Mentored new Product Specialists by providing product guidance and troubleshooting best practices.

•

Part of the documentation team and make sure the knowledge base page is up-to- date via Notion and Intercom.

•

Supported customers through billing enquiries, account management, migrations, and product adoption.

•

• Generate Creator's Account Strategy Audit ( via Claude) Part of the AI chatbot team to update and improve the chatbot's knowledge base, ensuring accurate and up-to-date information.

•

Managed multiple concurrent technical cases while maintaining high customer satisfaction in a fast-paced remote environment.

•

12/2016 - 05/2017

Process Executive - Voice Computershare - Cognizant Technology Solutions Philippines, Inc.

• Job Description : Outbound Calls.

• December 12, 2016 – May 30, 2017

Online Customer Support Arenaknights - MMORPG - Remote 2009 - 2015

• Job Description: Live Chat and Email Management

Internet Café Staff E-Starlink Network Co. - Old Sta. Mesa Manila 2002 - 2009

• Job Description: Networking, Technical Support, Computer Maintenance.

• Old Sta. Mesa Manila (along Polytechnic University of the Philippines) EDUCATIONAL BACKGROUND

La Salle University - Ozamis City, Philippines 10/1997 Bachelor of Science: Computer Science

Tertiary

11/2016

Technical Education And Skills Development Authority (TESDA - NLSI) - Taguig, Metro Manila, Philippines

English Proficiency for Customer Service Workers

10/2012

Informatics Computer Institute, Philippines - SM Megamall, Metro Manila, Philippines APACHE ON LINUX

01/2012

MFI Foundation, Incorporated (formerly Meralco Foundation, Incorporated) - MFI Building, Ortigas Avenue, Pasig, Metro Manila

PHP AND MYSQL BASICS

12/2011

Informatics Computer Institute, Philippines - SM Megamall, Metro Manila, Philippines JAVA SCRIPT FOR WEB

11/2011

Informatics Computer Institute, Philippines - SM Megamall, Metro Manila, Philippines HTML, XHTML, and CSS FAST TRACK

SPECIAL CERTIFICATE

07/2026

Cursiv AI Course 2026 (Chatgpt, Gemini, Claude, Canva AI, Turbocharge Productivity w/ AI)

Social Media Marketing & Management Masterclass 2023 Social Media Marketing & Management /Certificate Course 2022 Facebook Ads & Facebook Marketing MASTERY 2023

SEO Training Masterclass 2023 - Beginner To Advanced SEO Udemy, January 2023

Funnels Mastery & Design 2026 08/2026

LANGUAGE

English

REFERENCES

Available upon request.

Contact this candidate