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Gedler Jean Pierre

@gedlerjeanpierre

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I am a technical support engineer specializing in cloud SaaS troubleshooting and customer success.

United States

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What I'm looking for

I’m seeking a collaborative, client-facing technical support role at a fast-paced SaaS company where I can resolve complex cloud integration issues, mentor teammates, and grow skills in observability and DevOps.

I am a hardworking, persistent, and reliable technical support engineer with strong client-facing troubleshooting experience. I thrive in fast-paced SaaS environments and enjoy understanding products and diverse customer use cases.

At Datadog I provided customer-facing technical support for the SaaS platform, investigated and documented issues thoroughly, and collaborated with engineering via JIRA and Zendesk. I consistently met KPIs, resolved over 1,000 tickets, offered video calls and live chat to accelerate solutions, and prioritized tickets based on customer impact.

I have hands-on experience with observability and cloud tooling including Kubernetes, Docker, Postman, APIs, Git, and scripting languages like Python and JavaScript. I also trained and mentored others as Head of Coding Club, creating curricula and guiding students from ages 5–13.

I hold a Full Stack Web Development certificate (Ruby on Rails and JavaScript) from Flatiron School and a B.S. in Health Science. I am a quick learner, deep investigator, and enthusiastic team player who documents, presents, and shares knowledge to drive better outcomes for customers and teams.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer Specialist

Datadog

Jan 2022 - Nov 2023 (1 year 10 months)

Provided customer-facing technical support for Datadog’s SaaS platform, handling 5–10 cases daily and resolving over 1,000 tickets while meeting KPIs. Investigated and documented issues, escalated complex bugs via JIRA, and collaborated with engineering and customer teams to restore customer workflows.

Zendesk Jira Confluence Postman)APIs Kubernetes Docker Troubleshooting

Tutor/Head of Coding

Community Youth Care Services Inc.

Jul 2016 - Jul 2019 (3 years)

Led the Coding Club curriculum and introduced programming to children aged 5–13, designing lesson plans and personalized learning paths. Tutored students, communicated progress to parents, and ran activities fostering hands-on learning and investigation.

Curriculum Development Teaching JavaScript Ruby on Rails Lesson planning Communication