Denise Gutierrez
@denisegutierrez
I resolve complex SaaS escalations, incidents, and product issues to improve customer support.
PhilippinesWhat I'm looking for
At Canva, I serve as the primary escalation point for complex customer issues across the global SaaS platform, partnering with Engineering, Product, QA, Operations, and Knowledge Management to drive resolution.
I investigate and reproduce bugs, document detailed Jira tickets, coordinate incident triage through Rootly and Opsgenie, and analyze escalation trends and customer feedback with Enterpret. I also evaluate AI-generated support responses and use Claude, ChatGPT, and Glean to strengthen investigations, documentation, and operational workflows.
Before becoming a Service Escalation Expert, I supported Canva Print, Education, SSO, billing, subscriptions, websites, DNS, and custom domains. I also led Virtual Assistants at CoverDesk, coordinating operations, quality, client communication, and process improvements.
Experience
Work history, roles, and key accomplishments
Serve as the primary escalation point for complex customer issues, leading technical investigations with Engineering, Product, QA, and Operations teams. Coordinate incident response, document bugs, analyze trends, and evaluate AI-generated support responses.
Education
Degrees, certifications, and relevant coursework
Polytechnic University of the Philippines
Bachelor of Science in Business Administration, Business Administration
2007 - 2011
Pursued a Bachelor of Science in Business Administration major in Marketing Management, gaining foundational knowledge in business and marketing principles.
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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