Julia Vaughan
San Francisco
Summary
Results-driven Technical Support Engineer skilled in API integration, database management, and incident management. Committed to enhancing system performance and customer satisfaction through effective troubleshooting and automation.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Iterable Inc.
San Francisco
11.2024 - Current
- Resolved complex technical issues for clients across various platforms, including API, SSO, workflow, and general platform management.
- Analyzed system logs using Kubernetes and Grafana to identify latency vulnerabilities and errors.
- Developed scripts to automate data reporting processes, enhancing accuracy and efficiency.
- Managed database updates and generated reports for customer and project data analysis.
- Coordinated with integration partners and external support teams to address third-party software connectivity challenges.
- Created training materials and procedures for system monitoring to boost operational efficiency.
Sr. Technical Support Specialist
Iterable Inc.
San Francisco
12.2022 - 11.2024
- Served as dedicated support agent for BOB with ARR ranging from $500k to $4M.
- Developed consistent cadences for customer 1:1 meetings to ensure alignment and satisfaction.
- Monitored alerting systems for customer performance, relaying incidents and relevant information.
- Assisted clients in integrating marketing tools, third-party services, and APIs.
- Implemented strategies that enhanced overall customer satisfaction levels.
- Collaborated with product and engineering teams to identify and prioritize software improvements.
Technical Support Specialist
Iterable Inc
San Francisco
01.2022 - 12.2022
- Delivered technical assistance to clients through email and chat support.
- Documented support processes and developed user guides for frequent issues.
- Escalated unresolved cases to appropriate teams for additional investigation.
Education
BS - Business Administration and Management
San Francisco State University
San Francisco, CA12-2021
Skills
- API integration
- Database management
- System monitoring
- Technical troubleshooting
- Data scripting
- Customer relationship management
- Incident management
- Support case resolution
- System configuration changing
- Collaboration with partners
- Security assessments
Certification
Full-Stack Web Development Certification
Timeline
Technical Support Engineer
Iterable Inc.
11.2024 - Current
Sr. Technical Support Specialist
Iterable Inc.
12.2022 - 11.2024
Technical Support Specialist
Iterable Inc
01.2022 - 12.2022
BS - Business Administration and Management
San Francisco State University