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Caylin Taylor

@caylintaylor

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Senior technical support specialist resolving SaaS, SSO, and production issues.

United States

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What I'm looking for

I’m looking for a senior technical support role where I can own production incident triage, partner with engineering on root-cause fixes, and build scalable automation and knowledge systems that improve CSAT and uptime.

I’m a Senior Technical Support Specialist with 5+ years of experience triaging complex SaaS ecosystems, infrastructure integrations, and enterprise-level data workflows. I navigate production environments using database tools and server log analysis to isolate root causes of critical platform issues.

I translate backend technical friction into actionable engineering bug reports while maintaining elite customer satisfaction. At Frontify, I diagnosed SSO (SAML/OIDC) failures, managed custom domain routing with AWS, and used Rundeck job audits to resolve configuration anomalies with a high resolution rate.

I also build scalability through observability, automation, and knowledge management—monitoring with Datadog, improving internal AI support tools, and spearheading knowledge base architecture to reduce repeat tickets. I bridge customer feedback to engineering sprint cycles through tools like ClickUp and ProductBoard.

Experience

Work history, roles, and key accomplishments

Senior Technical Support Specialist

Frontify

Apr 2022 - Jun 2026 (4 years 2 months)

Diagnosed enterprise SSO configuration failures (SAML/OIDC) and managed custom domain routing via AWS. Used production databases, Rundeck jobs, and Datadog log analysis to resolve platform issues, improve uptime, and support internal/customer knowledge base and workflow automation.

SSO SAML Custom Domain Routing AWS SQL Rundeck Datadog Log Analysis File Upload Troubleshooting Technical Documentation ClickUp Productboard Prompt Tuning

Integrations Support Specialist

Zoominfo

Aug 2021 - Apr 2022 (8 months)

Performed deep-dive SQL audits to identify data-flow discrepancies across enterprise APIs and third-party integrations while maintaining database integrity and high CSAT. Served as a technical liaison to triage integration issues and coordinate resolution with internal engineering teams.

SQL API Integration Third Party Integrations Data Integrity Technical Triage CSAT Stakeholder Management Technical Liaison

Customer Support Analyst

Zoominfo

Apr 2021 - Aug 2021 (4 months)

Managed end-to-end incident response during high-volume platform rollouts to improve user retention and time-to-resolution. Authored technical documentation and internal knowledge base articles to streamline feature onboarding and reduce repeat tickets.

Incident Response Technical Documentation Knowledge Base Customer Support Platform Rollouts