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James Moreau-Drew

@jamesmoreau-drew

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Customer-facing technical professional with 13 years optimizing support, product, and engineering outcomes.

United States

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What I'm looking for

I’m seeking a customer-facing technical role where I can drive cross-functional solutions, improve product reliability, and scale support processes while mentoring teams and translating customer insight into product impact.

I am a customer-facing technical professional with 13 years of experience turning complex problems into clear solutions at the intersection of Support, Product, and Engineering. I have owned escalation workflows, managed high-volume Zendesk queues, partnered with engineering on bug discovery and resolution, and led community and incident-response communications to improve product reliability and customer outcomes.

I specialize in hardware, firmware, and software issue resolution, cross-functional collaboration, and translating customer signals into product improvements. I have built lifecycle tracking and QA validation processes, authored documentation and trainings, and driven adoption and retention initiatives that connected frontline feedback to measurable product and support enhancements.

Experience

Work history, roles, and key accomplishments

Senior Technical Support Analyst

Sense

Jan 2022 - Jan 2025 (3 years)

Investigated and resolved 35–90 escalated hardware, firmware, and mobile application cases weekly; built ticket workflows and incident-response processes that improved bug lifecycle tracking and cross-team resolution.

Zendesk Incident Response Firmware Cross Functional Communication Customer Feedback Analysis Community Management

Senior Customer Support Engineer

RPost Inc.

Jan 2018 - Jan 2022 (4 years)

Triaged and resolved high-volume enterprise e-signature technical inquiries via Zendesk, maintained detailed ticket workflows, and surfaced recurring issues to Engineering to drive product fixes.

Zendesk Enterprise Support Product documentation Customer Training

Tier 3 Product Support Agent

Withings

Jan 2018 - Dec 2018 (11 months)

Owned Tier 3 support for connected health devices, investigated hardware and software issues through resolution, and developed training materials and test analyses to improve product reliability.

Hardware Testing Troubleshooting Test Reporting Training Development Escalation Management Documentation

Tier 3 Senior Support Agent

Nokia Technologies

Jan 2017 - Jan 2018 (1 year)

Handled escalations and investigations for smart scales as in-house product expert, managing Tier 3 tickets end-to-end and supporting firmware testing and product reporting.

Escalation Management Root Cause Analysis

Market Development Specialist

Creative Channel Services

Jan 2016 - Jan 2017 (1 year)

Supported retail partners across New England for consumer health devices, delivered staff training, optimized in-store execution, and collected field feedback to inform training and go-to-market adjustments.

Field Operations Product Education Retail Execution Feedback Territory Management Partner Relations Performance Tracking

Product Specialist / Field Trainer

LG Mobile

Jan 2013 - Jan 2015 (2 years)

Trained retail staff for major smartphone launches, observed customer interactions to identify usability gaps, and provided structured feedback to improve launch execution and training materials.

Product Training Launch Support Customer Insights And Training Materials