Open to opportunities

Brittney Clark

@brittneyclark1

I lead global SaaS support teams, reducing escalations and improving product stability and customer outcomes.

At Avature, I lead a distributed team of 13 technical specialists across EMEA and APAC, overseeing customer escalations, high-priority incidents, and client-facing performance reporting. I reduced average monthly escalations by approximately 42% through KPI-driven coaching, incident reviews, and workflow optimization.

I've progressed from Technical Support Specialist to Technical Support Expert and Team Leader, investigating software defects, analyzing logs, documenting reproduction steps, and partnering with Engineering on systemic fixes. I also bring experience in key account management and technical training in full-stack web development.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Team Leader

Current

Avature

Apr 2024 - Present (2 years 5 months)

Led a distributed team of 13 technical specialists across EMEA and APAC, driving performance and professional growth. Reduced monthly escalations by ~42% through KPI-driven coaching and structured incident reviews.

Team Leadership Escalation Management Incident Management KPI Optimization Coaching Avature CRM Excel

Technical Support Expert

Avature

Aug 2023 - Apr 2024 (8 months)

Served as senior technical escalation resource, resolving complex issues through log analysis and cross-team collaboration. Assisted specialists with complex investigations by accessing logs and various platforms.

Log Analysis Troubleshooting Escalation Management

Technical Support Specialist

Avature

Nov 2019 - Aug 2023 (3 years 9 months)

Investigated and reproduced software defects, providing clear technical documentation and reproduction steps to accelerate engineering resolution. Communicated directly with high-profile clients on software processes and behaviors.

Technical Documentation Client Communication Avature CRM