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Evan Baker

@evanbaker

Technical Operations Leader in B2B Tech: Building Support Strategy & Escalation Frameworks, Bridging the gap between Partners, Engineering, & Product

United States

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What I'm looking for

A challenging but interesting workload, opportunities for learning and development, an AI-forward approach, an inclusive culture, remote-first work/life balance, a mission I can be proud I am contributing to.

I’m a technical support & operations leader with an associate's degree in business and 8 years of experience improving escalation frameworks for B2B SaaS, travel technology, fintech, and enterprise software companies.

I specialize in resolving complex production issues, managing high-severity incidents, and building scalable processes that help Support and Engineering teams work more efficiently. My expertise includes Tier 2 and Tier 3 support, incident management, API troubleshooting, SQL analysis, defect triage, root cause analysis, and technical program management.

I thrive at the intersection of b2b partners, Engineering, and Product; translating technical problems into clear priorities, driving resolution, and improving the support experience. I’ve partnered closely with Product, Engineering, QA, and Commercial teams to support global B2B platforms and build proactive, data-driven, operationally mature support organizations.

Outside work, I’m a theatre geek, compulsive traveler, plant collector, and assistant to three cats - usually between trips or planning the next one.

Experience

Work history, roles, and key accomplishments

Technical Program Manager

Rocket Travel by Agoda

Jun 2025 - May 2026 (11 months)

Owned production issues end to end on white-label hotel booking sites for 10+ enterprise partners, leading four support engineers across defect triage, deployments, monitoring, incident response, and RCA. Launched a centralized support intake with severity model and SLAs, cutting bug resolution time 20% and raising SLA compliance 15%.

Defect Triage Incident Management Root Cause Analysis SLA Management Jira Service Management Grafana SQL Postman UAT Monitoring Slack

Technical Client Support Specialist

TaxCloud

Jan 2025 - Jun 2025 (5 months)

Built the technical support function from scratch at TaxCloud, a SaaS startup for sales tax automation. Ran live troubleshooting for e-commerce integrations, managed a Tier 2 HelpScout queue, and overhauled documentation for all 7 integrations.

API Troubleshooting SQL Postman Azure Data Studio Datadog Help Scout Documentation E commerce integration Shopify Quickbooks Square Stripe Odoo

Support Engineer II

Beyond Finance

Nov 2023 - Mar 2024 (4 months)

Provided Tier 2 technical support to 500+ call center staff at a consumer debt management platform. Resolved up to 30 Freshdesk tickets a day using FullStory, Snowflake SQL, and New Relic, and reverse-engineered Salesforce workflows to reproduce bugs.

Salesforce Intercom Freshdesk Fullstory Snowflake SQL New Relic Jira Notion Bug Reproduction

Senior Escalation Manager

Expedia Group

Aug 2019 - Nov 2023 (4 years 3 months)

Managed a Tier 3 Zendesk escalation queue for three B2B products, reproduced issues, and logged dev-ready Jira tickets. Met with engineering teams, reprioritized backlogs, and served as subject matter expert for TAAP.

Zendesk Jira Postman Datadog Splunk Glassbox New Relic Cloudwatch SQL Incident Management Root Cause Analysis Knowledge Management Team Leadership

Client Support Analyst

Oracle

Aug 2018 - Aug 2019 (1 year)

Supported Oracle Textura Payment Management, a construction SaaS, on 40+ calls a day with live screen-share troubleshooting. Ranked in the top 10% of the support org for productivity and service metrics with 90%+ CSAT.

Customer Support Troubleshooting Jira SME Account Security Verification CSAT