Open to opportunities

Barry Davidson

@barrydavidson

Message

I resolve critical SaaS and cloud incidents through ITIL-led escalation and root-cause analysis.

Colombia

Message

What I'm looking for

I'm seeking a fully remote Technical Support Specialist or IT Operations role supporting global or US-based environments, where I can manage critical escalations, improve observability, and turn customer issues into lasting product improvements.

I've delivered mission-critical technical support for enterprise SaaS and cloud applications as a Senior Technical Support Engineer, managing 50+ daily tickets with 100% SLA adherence. I use Datadog, Microsoft Sentinel, API telemetry, console logs, and HAR files to identify threats, investigate incidents, and give engineering teams actionable RCA packages.

Previously at Sonos, I resolved complex hardware, wireless-network, and REST/SOAP API escalations, reducing query resolution times by 40%. At Prometheus Group, I led SaaS ERP implementations and built a customer support portal with knowledge-base runbooks and predictive FAQs that reduced customer response times by 30%.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Support Engineer

Current

Global Independent Contractor

Feb 2018 - Present (8 years 6 months)

Senior escalation engineer for mission-critical enterprise environments, bridging the gap between end-users, operations, and backend engineering.

Spearheaded ITIL-based triage across multiple service desk queues, maintaining 100% SLA adherence while managing 50+ daily tickets.

Engineered proactive observability and threat detection via Datadog and Microsoft Sentinel, parsing API telemetry to iso

Customer Care Engineer – Senior Technical Support Specialist

Sonos, Inc.

Dec 2012 - Jan 2018 (5 years 1 month)

Senior escalation engineer for complex hardware and software environments, bridging the gap between end-users, infrastructure, and product development teams.

Diagnosed and resolved high-tier infrastructure escalations involving hardware configurations, enterprise wireless networks, and REST/SOAP API data flows, reducing query resolution times by 40%.

Served as the primary technical liaison to gl

Windows Server Technical Product Development Project Documentation Systems Management Customer Service Office 365 System Administration Team Leadership Servers Escalations Management Technical Support Audio Engineering IP Networking

Professional Services Consultant – Technical ERP Specialist

Prometheus Group

Jun 2011 - Dec 2012 (1 year 6 months)

Implementation consultant for enterprise SaaS ERP solutions, bridging the gap between clients, technical operations, and product development teams.

Orchestrated full-cycle SaaS ERP implementations, managing multi-tier system integration queues and delivering remote/onsite support under strict performance SLAs.

Isolated, tested, and replicated complex database and application-layer software defec