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Ish User

@ishuser1

Message

Technical customer support executive turning data insights into resolved SaaS issues.

United Kingdom

Message

What I'm looking for

I’m looking for a role where I can support SaaS/data platforms end-to-end—investigating discrepancies, troubleshooting technical workflows, and partnering with engineering and product to improve customer outcomes.

I’m a Technical Customer Support Executive supporting SaaS platforms, data-driven products, and complex technical workflows. I investigate data discrepancies, analyse system behaviour, and translate technical information into clear customer solutions—especially across data ingestion, reconciliation workflows, and reporting.

Across roles at Cryptio, Zumo Money, and Vimeo, I’ve managed enterprise and high-volume support, supported onboarding and platform adoption, and collaborated closely with engineering, product, and compliance to resolve escalated issues. I use Claude AI tooling to improve operational efficiency, including building a reconciliation assistant and training simulator to streamline investigations and support team onboarding.

Experience

Work history, roles, and key accomplishments

Current

Remote Customer Support Executive

Current

Cryptio

Mar 2026 - Present (4 months)

First point of contact for enterprise and retail support for Cryptio’s SaaS financial data platform, handling technical queries across data ingestion, reconciliation workflows, account configuration, and reporting. Performs financial data analysis and reconciliation, investigating data discrepancies and escalating issues with L2 engineering teams.

SaaS Platforms Technical Customer Support Data Analysis Data Reconciliation Data Ingestion Reporting Root Cause Analysis Technical Escalation Customer Onboarding Platform Adoption Technical Documentation Cross Functional Collaboration financial data analysis Reconciliation Assistant

Remote Customer Support Executive

Zumo Money

Aug 2023 - Jul 2025 (1 year 11 months)

Managed complex financial and crypto-related customer enquiries via chat and email, investigating delayed, stuck, and mismatched deposits and withdrawals while maintaining SLA targets. Supported onboarding and wallet configuration, and collaborated with compliance, engineering, and liquidity teams to resolve escalated cases.

Technical Customer Support Customer Support Operations Root Cause Analysis Wallet Configuration Onboarding & Support Compliance Support KYC onboarding Transaction Monitoring Escalation Handling

Technical Support & Billing Specialist

Vimeo

Oct 2019 - Aug 2023 (3 years 10 months)

Provided remote technical customer support and billing assistance for Vimeo’s B2B and B2C SaaS video and live-streaming platform. Troubleshot technical, account, billing, and workflow issues by investigating root causes across integrations and streaming, and coordinated with Product and Engineering teams.

Technical Customer Support SaaS Platforms Root Cause Analysis Billing Support Quality And Customer Satisfaction Targets Zendesk Jira