I'm looking for SaaS work that combines technical investigation, clear communication, and customer support—troubleshooting issues, helping customers adopt products, improving support processes and knowledge, and working closely with Product and Engineering.
Looking for a job
Colin Gage
@colingage
I troubleshoot SaaS and digital application issues and turn technical answers into clear customer support.
AlbaniaWhat I'm looking for
I’ve supported SaaS customers at Miter, 15Five, WEconnect Health Management, Zego, and Pay By Group—reproducing issues, inspecting backend tools, testing APIs, and partnering with Product and Engineering to resolve customer problems. At 15Five and WEconnect, I maintained 95%+ CSAT while supporting complex HR and digital-health platforms.
At Pay By Group, I expanded from frontline support into merchant onboarding, customer success, Zendesk administration, support operations, team coaching, and telephony implementation. I enjoy turning technical investigation into clear guidance, useful self-service content, and better support processes.
Experience
Work history, roles, and key accomplishments
Supported payroll/HR users in construction SaaS, investigating account and configuration issues in Help Scout, Check, internal tools, and sandbox accounts. Reproduced problems, distinguished bugs from configuration or expected behavior, documented Jira issues, and escalated to Engineering with clear context and evidence.
RC
Provided resident service at a large luxury residential property, handling front-desk requests, packages, visitor/vendor access, keys and fobs, amenities, move coordination, and security issues. Worked closely with Maintenance, Leasing, Management, Security, Housekeeping, and vendors, often operating the desk independently.
Supported HR admins, managers, and employees using 15Five's performance-management SaaS. Troubleshot configuration, permissions, reviews, reporting, and login issues using browser developer tools and internal admin/backend systems. Reproduced bugs, documented evidence in Jira, and maintained 95%+ CSAT.
Customer Support Representative
WEconnect Health Management
Jun 2020 - Aug 2022 (2 years 2 months)
Supported members using a digital-health app for recovery and wellness via phone, email, and chat. Handled member onboarding, account/app troubleshooting, routines, rewards, and eligibility questions while maintaining 95%+ CSAT. Created Help Center content and instructional videos and worked with Product, Engineering, Compliance, and Peer Support.
Supported property-management clients by phone, chat, and email in Salesforce Service Cloud. Helped with account/portal issues, transactions, and general troubleshooting while following PCI-related authentication and data-handling procedures. Maintained roughly 95%+ CSAT and met response/resolution expectations.
Expanded into merchant onboarding, customer success, support operations, and team coaching; held the Head of Customer Success title by the end of my tenure. Administered Zendesk workflows/reporting, implemented Avoxi, and trained a multilingual contractor team. Created Help Center articles, merchant-education videos, and industry content; used GitHub to publish blog posts to the website.
Provided frontline support to consumers and merchants via email, phone, and chat in Zendesk, troubleshooting account, payment, refund, funding, and transaction issues. Used Postman, API documentation, BrowserStack, and Pivotal Tracker to reproduce and document product issues. Investigated fee discrepancies using BigQuery and Excel, leading to recovery of a multi-four-figure overpayment.
Education
Degrees, certifications, and relevant coursework
University of California, Santa Barbara
Bachelor of Fine Arts, Theatre
Bachelor of Fine Arts in Theatre from the University of California, Santa Barbara.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
AlbaniaAuthorized to work in
United StatesSocial media
Job categories
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