Dawid Balcerzak

DB

Open to opportunities

Dawid Balcerzak

@dawidbalcerzak

Product Support Specialist resolving complex, high-volume SaaS tickets with compliance-focused technical troubleshooting.

What I'm looking for

I’m looking for a support-focused role where I can resolve complex SaaS and API issues, collaborate cross-functionally, and deliver audit-ready, compliance-aware guidance—consistently meeting strict SLAs with clear, calm communication.

I’m a Product/Technical Support Specialist with 4+ years resolving high-volume, complex tickets for Fortune 500 clients across SaaS platforms. I focus on clear, calm incident communication while meeting strict SLAs across my caseload (500+ monthly tickets).

My troubleshooting strengths span API diagnostics and deep log analysis. I use Postman and Swagger for API troubleshooting, and tools like Kibana and Grafana to pinpoint failure patterns—then translate findings into actionable, documented guidance.

I’m also hands-on with backend configuration and compliance-ready delivery. In my roles, I’ve worked with Django backend configuration and supported compliance and cybersecurity needs tied to SOC 2, security controls, and evidence integrity for audit-ready documentation.

I build and maintain internal knowledge bases and help improve self-service for clients. I’ve authored and revised Help Centre articles, created troubleshooting guides, and used AI-assisted tooling (Claude) to accelerate documentation and resolution speed.

Experience

Work history, roles, and key accomplishments

TH

Product Support Specialist

Mar 2026 - Jul 2026 (4 months)

Resolved incoming software tickets in Jira, diagnosing and modifying Django backend configurations and monitoring Sigma logs to resolve recurring failure patterns. Built an internal knowledge base and authored Help Centre articles to improve client self-service while adhering to compliance guidelines.

Jira Django Sigma Knowledge Base Management Technical Documentation Troubleshooting Compliance

AV

Technical Support Specialist

Dec 2022 - Feb 2026 (3 years 2 months)

Provided technical support to Fortune 500 clients by troubleshooting complex configurations within strict SLAs. Replicated software defects using GitLab, Kibana, Swagger, and Postman, and coordinated with cross-functional teams during critical scenarios to reduce escalations.

Gitlab Kibana Swagger Postman SLA Management Case Management Defect Replication Log Analysis Incident Escalation Cross Functional Collaboration

XL

Operations Support Administrator

Xeretec Ltd

Mar 2022 - Nov 2022 (8 months)

Managed and maintained customer data using Xerox Services Manager (XSM) and created/resolved cases in ServiceNow. Troubleshot XDA software to rectify data discrepancies and improve automated device reporting workflows.

Xerox Services Manager ServiceNow XDA Software Troubleshooting Data Management Case Management Problem Solving

Education

Degrees, certifications, and relevant coursework

CO

CompTIA

CompTIA A+ Certification, IT Support & Hardware

2022 - 2025

Self-studied for the CompTIA A+ certification from 2022 to 2025.

NC

North East Scotland College

Higher National Diploma (HND), Social Sciences

2017 - 2019

Earned an HND in Social Sciences at North East Scotland College from 2017 to 2019.

Tech stack

Software and tools used professionally

Postman

GitLab

Django

Zendesk

Jira

Grafana

Kibana

SendGrid

FullStory

ServiceNow

Thoropass

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