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Dogan Ozata

@doganozata

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Technical support engineer specialized in SaaS, medical imaging, and cross‑border IT support.

Thailand

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What I'm looking for

I seek remote technical support roles where I can reduce escalations, improve CSAT, mentor teams, and apply imaging and SaaS troubleshooting across time zones.

I am a Technical Support Engineer with 5+ years’ experience supporting SaaS platforms, medical imaging, and IT infrastructure across EU and US time zones.

I have supported 2D/3D X‑ray imaging systems for 1,000+ EMEA clinics, maintained perfect QA scores, and contributed to measurable CSAT improvements.

My hands‑on troubleshooting covers PACS/DICOM, VPNs, firewalls, API and deliverability diagnostics (Postman, DNS, DKIM, SPF, DMARC), and endpoint systems such as POS and fuel dispensers.

I deliver multilingual customer support, reduce escalations and on‑site dispatches through effective remote troubleshooting, and bring strong experience with ticketing, QA, and collaboration tools.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

Trilogy

Jun 2025 - Jul 2025 (1 month)

Completed intensive SaaS support training and performed API and deliverability troubleshooting using Postman, DNS, DKIM, SPF and DMARC; applied workflows in Zendesk and Kayako to reduce escalations.

Zendesk Kayako Postman DNS DKIM SPF DMARC)SaaS Support

Technical Support Specialist

Carestream Dental

Mar 2023 - Apr 2025 (2 years 1 month)

Supported 2D/3D X-ray imaging systems for 1,000+ EMEA clinics, maintained 100/100 QA score and contributed to a 12% CSAT increase while resolving PACS/DICOM, VPN, and firewall issues.

PACS DICOM VPN Troubleshooting Firewalls QA Customer Support CSAT Imaging Systems

Localisation QA Tester

Pole To Win

Oct 2020 - Mar 2023 (2 years 5 months)

Tested AAA console and PC titles for linguistic, UI and functional quality, tracked bugs using Jira/Redmine/Mantis and recommended UX and cultural fixes for DACH markets.

Localization QA Jira Redmine Mantis UX Recommendations DACH Localization

IT Support Specialist

Diebold Nixdorf

Sep 2021 - Sep 2022 (1 year)

Diagnosed and resolved POS, fuel dispenser and signage system issues across DACH/Benelux, fixed VPN/firewall/firmware problems and reduced on-site dispatches through improved remote troubleshooting.

VPN Firewalls Firmware ServiceNow Uptime Improvement DACH Support

Customer Service Advisor

Maisons du Monde

Apr 2019 - Apr 2020 (1 year)

Delivered multilingual customer support (DE/EN/TR) via phone, email and chat and built support templates that resolved a major backlog of pending cases.

Email Support Chat Support Phone Support Templates Customer Service