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Alan Houser

@alanhouser

Technical support specialist with a product design background. I troubleshoot complex SaaS issues and keep customers confident.

United States

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What I'm looking for

A remote technical support role where I can troubleshoot complex issues, work closely with engineers, and help customers feel supported and confident.

I’ve spent over a decade working at the intersection of product, support, and engineering for SaaS companies and internal platforms. My career started in UX and frontend work, which gave me a deep understanding of how products are built, where they break, and how small design or implementation choices ripple into support volume.

Over time, I naturally moved closer to support and operations. I became the person teams relied on when issues were unclear, undocumented, or crossing multiple systems. I’m comfortable digging through logs, reproducing bugs, testing edge cases, and collaborating directly with engineers to isolate root causes. I’m equally comfortable translating those findings into clear, human explanations for customers.

I’ve supported complex tools including CMS platforms, internal admin systems, data dashboards, and customer-facing SaaS products. I’ve worked in fast-moving, remote-first environments where async communication, clean documentation, and good judgment matter. I care a lot about response quality, calm communication, and closing the loop so customers feel confident, not brushed off.

One thing that sets me apart is my product mindset. I don’t just fix issues, I look for patterns. I flag repeat problems, suggest workflow or UX improvements, and help teams reduce future support load. In past roles, this led to fewer tickets, better docs, and smoother handoffs between support, product, and engineering.

Outside of day-to-day support work, I’m interested in AI-assisted tooling, internal tooling quality, and building systems that help teams move faster without breaking trust. I enjoy roles where I can be a stabilizing force, the person who turns noise into signal and keeps things moving when things get weird.

If a company values clear thinking, strong communication, and someone who can bridge technical depth with customer empathy, that’s where I do my best work.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Creative Component

Apr 2025 - Present (9 months)

Provide design QA, accessibility reviews, and technical support for digital products; diagnose CMS and responsive layout issues and build AI-driven support tooling to optimize knowledge bases and documentation.

Accessibility CMS Troubleshooting HTML5 CSS3 ChatGpt Automation Documentation

Product Designer / Support Engineer

SePRO

Sep 2023 - Apr 2025 (1 year 7 months)

Provided internal and client-facing technical support across SaaS dashboards and CMS workflows, built a design system that reduced handoff friction by 30%, and created self-service tools that cut support tickets by 15%.

SaaS Support UX UI Design Design Systems Umbraco Bootstrap HTML CSS Documentation

Senior Product Designer

Go PINATA

Sep 2022 - Jan 2023 (4 months)

Played a vital role in shaping the user experience of all products. Standardized design patterns by developing a multi-user design system, reducing inconsistencies by 15%.

UX Design UI Design Design Systems Prototyping User Research Visual Design Collaboration Agile Usability Testing Information Architecture

UX/UI Designer & Prototyper

Pendo.io

Apr 2022 - Jun 2022 (2 months)

Created interactive prototypes to validate features and reproduce customer issues, added components and docs to the design system, and partnered with support teams to reduce end-user friction.

Prototyping UX UI Design Design Systems Documentation

Principal UI Designer

MISO Energy

May 2021 - Mar 2022 (10 months)

Supported seven teams on complex internal dashboards, simplified data-heavy portals to improve comprehension by 50%, and built help resources for SharePoint, Tableau, and custom reporting tools.

Internal Tools UI Design SharePoint Tableau Documentation

Founder & Support Lead

Squareflair

Jan 2010 - Jan 2021 (11 years)

Ran a design agency providing post-launch support across hundreds of projects, handling issue resolution, training, documentation, and live troubleshooting for clients.

client support Training Documentation UI UX Design Troubleshooting Project Management Workflow Automation

UX/UI Engineer

Angi (Angie's List)

Mar 2015 - Jul 2015 (4 months)

Introduced Agile process as a Frontend Architect, fostering collaboration and communication between UX and engineering teams. Redesigned navigation/branding, driving a 15% increase in user engagement.

Agile UX Design UI Design Frontend Development Prototyping Collaboration Visual Design User Research Usability Testing Design Systems

UI Designer and Prototype

Pearson Education

May 2008 - Oct 2009 (1 year 5 months)

Designed and validated UI prototypes that resulted in a customer-centric product model. Created HTML/CSS prototypes to ensure development feasibility and aligned designs with user feedback through iterative usability testing.

UI Design Prototyping HTML CSS Usability Testing User Research Visual Design Agile Collaboration Design Systems

Product Designer

Angi (Angie's List)

Feb 2007 - Feb 2008 (1 year)

Developed web style guides and prototypes, enhancing cross-team collaboration and ensuring consistent design standards. Led a team redesign of the main product, driving a 15% increase in user engagement.