Jamie Masang

I’m a technical support and SaaS operations professional who specializes in product support, technical troubleshooting, and structured case management in fast-paced, remote environments. I focus on diagnosing complex platform issues, keeping cases accurately progressing, and driving resolution through clear communication.

Most recently as an Advanced Support Specialist II, I managed high-priority escalations and worked closely with Engineering, Product, and Operations to resolve complex SaaS platform incidents. I investigated incidents, validated reported issues, supported root-cause analysis, and created detailed Jira bug reports and technical documentation to help engineering move quickly and confidently.

Previously, as a Customer Support Specialist I, I delivered frontline support to a global SaaS user base—handling account enquiries and platform-related questions while logging and tracking technical issues and bugs for engineering. I also coordinated across internal teams to ensure timely resolution and contributed to continuous improvement by identifying recurring technical issues in our support workflows.

Earlier in my career, I led customer service operations across multiple festivals, managing frontline teams and supporting operational planning under pressure. That experience shaped how I work today: structured, customer-focused, and collaborative—always looking for ways to reduce friction and strengthen support outcomes.