At DocuSign, I provide technical support for complex SaaS issues involving integrations, authentication, permissions, and configurations. I investigate root causes and collaborate with Product and Engineering on escalations.
At 360dialog GmbH, I led technical support for enterprise and mid-market customers using WhatsApp Business API. I managed escalations involving integrations, messaging workflows, and account configuration, and partnered with Product and technical teams to improve resolution processes.
As a CS Training Specialist at 360dialog GmbH, I created training and onboarding materials covering API products, messaging workflows, and troubleshooting. I also maintained documentation and knowledge base resources and improved troubleshooting guidance and support processes cross-functionally.
I began at 360dialog GmbH as a Customer Support Agent, supporting customers with integrations, onboarding, and messaging workflows. I used Postman and JSON payloads to test requests, investigate errors, and validate configurations, escalating complex issues with full context.
