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Dennis Murray

@dennismurray

Technical Support Specialist with 6+ years of experience supporting and troubleshooting complex SaaS platforms in production environments.

United States

Message

What I'm looking for

I’m looking for a Technical Support Engineer role where I’m working close to production systems—handling escalations, investigating incidents, doing log analysis, and collaborating with Engineering on issue resolution. I’m especially interested in SaaS platforms where support engineering, observability, and customer impact overlap.

My background includes Tier 2/Tier 3 support, SQL-based data analysis, and close collaboration with Product and Engineering teams to reproduce issues, triage bugs, and improve system reliability. I’ve helped reduce resolution times, improve CSAT, and scale support operations through better tooling, documentation, and observability.

I’m especially interested in roles where technical problem-solving, production support, and customer impact intersect—particularly in SaaS, payments, and platform-focused environments.

Experience

Work history, roles, and key accomplishments

Current

Lead Technical Support Specialist

Current

Incentivio

Dec 2023 - Present (2 years 2 months)

Provide Tier 2/3 support for SaaS online ordering and payment systems, performing Kibana log analysis and SQL investigations to resolve incidents; implemented AI-assisted workflows that cut ticket resolution time by 20% and authored runbooks that reduced ticket volume 25% while increasing CSAT 30%.

Kibana SQL Payment Processing Incident Management Root Cause Analysis Observability Technical Documentation

Support Specialist

Wingspan

Feb 2023 - Dec 2023 (10 months)

- Investigate complex platform issues using structured triage, log analysis, and root cause analysis techniques.
- Reduce average handle time by 30% and decrease SLA breaches by 70%.
- Collaborate with Engineering teams to resolve escalated incidents in production environments.
- Create and maintain technical documentation to support internal troubleshooting and self-service.

Log Analysis Triage Root Cause Analysis SQL Jira Zendesk Cross Functional Collaboration Technical Documentation

Senior Support Specialist

Bbot

Feb 2021 - Nov 2022 (1 year 9 months)

- Act as Tier 2/Tier 3 escalation point for high-impact technical support cases.
- Support POS integrations and onboarding for enterprise restaurant clients.
- Maintain internal knowledge base and troubleshooting documentation.

Incident Management Troubleshooting SQL Zendesk Customer Onboarding