Jordan Walker
San Diego
Summary
Results-oriented Technical Account Manager and Support Leader with 5+ years of experience driving post-sales success for SaaS products. Proven ability to lead cross-functional initiatives, optimize technical support processes, and enhance customer satisfaction. Adept at API integrations, automation, and data-driven troubleshooting. Strong communicator and strategic partner to engineering, product, and CS teams. Committed to delivering scalable support frameworks and measurable impact.
Overview
4
4
years of professional experience
Work History
Technical Support Manager
Workiz
07.2024 - Current
- Lead global team of 20+ Tier 1–3 reps; improved SLA adherence and CSAT through revamped support workflows.
- Designed AI-powered Zendesk chatbots and automation workflows, reducing first response times by 52%.
- Instituted QA and escalation procedures to enhance ticket resolution speed and accuracy.
- Partnered with product and engineering teams to identify systemic issues and close feedback loops.
- Delivered coaching and career development plans to boost team knowledge and retention.
Tier 3 Support Team Lead
Workiz
07.2022 - 07.2024
- Built Tier 3 playbooks, knowledge base, and import/data support documentation from the ground up.
- Reduced phone number porting time by 50%, increasing revenue from Workiz Phone product.
- Implemented scalable bug tracking and escalation process based on severity matrix.
- Automated update workflows via custom API scripts, cutting manual work and increasing team output.
- Created custom MySQL reports to support in-depth troubleshooting and decision-making.
Technical Account Manager
Workiz
06.2021 - 07.2022
- Acted as primary technical contact for key clients, managing onboarding, integrations, and support.
- Managed Twilio-based phone system migrations and porting processes to ensure seamless transitions.
- Troubleshot and resolved complex fintech and SaaS-related issues in collaboration with engineering.
- Partnered with clients to resolve import challenges, ensuring successful data migration into Workiz.
Education
Bachelor of Science - Computer Science
National University
La Jolla, CA09.2021
Associate of Science - Audio Engineering And Production
San Diego Miramar College
San Diego, CA12.2017
Skills
- Technical Account Management
- API Integrations & Data Imports
- Zendesk MySQL JavaScript
- SaaS Implementation & Post-Sales Support
- Escalation & Incident Management
- Cross-Functional Collaboration
- KPI Monitoring & Reporting
- Jira Confluence Twilio
- Team Leadership & Coaching
- Customer Success Strategy
Key Achievements
- 52% reduction in ticket response times through automation & process improvements.
- 46% decrease in bug-related tickets in one quarter through proactive support workflows.
- Developed fintech support structure resulting in 10% ARR increase.
- Reduced phone porting time by 50%, directly boosting CSAT and revenue.
- Trained international support reps, raising CSAT score to 96%.
Timeline
Technical Support Manager
Workiz
07.2024 - Current
Tier 3 Support Team Lead
Workiz
07.2022 - 07.2024
Technical Account Manager
Workiz
06.2021 - 07.2022
Associate of Science - Audio Engineering And Production
San Diego Miramar College
Bachelor of Science - Computer Science
National University
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