Eppy Thatcher

I am a Technical Support & Implementation Specialist with extensive experience across SaaS, insurtech, and cybersecurity, focused on resolving complex issues and driving product adoption. I partner closely with Product and Engineering to translate customer needs into actionable product improvements.

Across roles, I led UAT and QA efforts, built documentation and self-service resources, and implemented workflow optimizations that cut ticket resolution time and reduced repetitive inquiries. I have supported enterprise encryption and integrations, acted as a compliance SME for PCI, HIPAA, and GDPR audits, and maintained high customer satisfaction and retention metrics.

I bring strong troubleshooting skills using logs, API validation, and platform tools, and I emphasize clear communication for technical and non-technical stakeholders. I seek roles where I can continue improving operational processes, support scalability, and collaborate cross-functionally to deliver customer-centric solutions.