# Evan Baker

Evan Baker is a remote worker on Himalayas, Technical Program Manager at Rocket Travel by Agoda, based in United States.

Source: https://himalayas.app/@evanbaker

```text
Technical Operations Leader in B2B Tech: Building Support Strategy & Escalation Frameworks, Bridging the gap between Partners, Engineering, & Product
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| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 90k-170k USD |
| Job categories | Technical Support Specialist, Technical Program Manager, Support Engineer, Support Escalation Manager |
| Skills | Technical Support, Tier 2 Support, Tier 3 Support, Incident Management, Escalation Management, Defect Triage, Bug Reproduction, Root Cause Analysis, API Troubleshooting, REST APIs, SQL, Log Analysis, SLA Management, UAT, Regression Testing, Project Management, AI, Zendesk, Jira Service Management, Grafana, Splunk, Datadog, Observability, Postman, JSON, Leadership, Cross functional Coordination, Communication Skills, Snowflake, SQL Databases, Cloudwatch, Confluence, Freshdesk, Zoho, Intercom, Agile, SDLC, Agile PDLC, Workload Automation, Prioritization |
| Website | https://evanbaker.lovable.app |
| LinkedIn | https://linkedin.com/in/evanjbaker |

## What I'm looking for

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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.
```

## About

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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

### Technical Program Manager

Rocket Travel by Agoda. Jun 2025 - May 2026

```text
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%.
```

Skills: 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

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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.
```

Skills: 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

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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.
```

Skills: Salesforce, Intercom, Freshdesk, Fullstory, Snowflake, SQL, New-Relic, Jira, Notion, Bug-Reproduction

### Senior Escalation Manager

[Expedia Group](https://himalayas.app/companies/expediagroup). Aug 2019 - Nov 2023

```text
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.
```

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

### Client Support Analyst

[Oracle](https://himalayas.app/companies/oracle). Aug 2018 - Aug 2019

```text
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.
```

Skills: Customer-Support, Troubleshooting, Jira, SME, Account-Security-Verification, CSAT

## Education

### Google

Google Project Management Professional Certificate, Project Management

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Completed the Google Project Management Professional Certificate in 2026.
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### Harold Washington College

Associate of Arts, Business. 2019 - 2021

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Earned an Associate of Arts in Business from Harold Washington College from 2019 to 2021.
```

## Tech stack

- Postman
- Snowflake
- Splunk
- Tableau
- Looker
- Metabase
- Salesforce
- Shopify
- Intercom
- Slack
- Zendesk
- Jira
- JSON
- Grafana
- Kibana
- Stripe
- New Relic
- Datadog
- Confluence
- Notion
- FullStory
- Zoom
- QuickBooks
- SQL
- FreshDesk
- Odoo
- Glean
- ChatGPT
- Square
- Claude
- REST APIs
- Microsoft Copilot

To contact Evan, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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