Open to opportunities

Jarrett Massa

@jarrettmassa

Message

I am an experienced support engineer specializing in SaaS operations, integrations, and customer success.

United States

Message

What I'm looking for

I’m seeking senior SaaS support or technical operations roles where I can lead teams, streamline processes, and apply data-driven analysis to improve resolution times and customer satisfaction.

I have over 15 years supporting SaaS products across client-facing and internal teams, resolving L2/L3 issues and integrating enterprise clients using Javascript, HTML, Python, SQL, and REST APIs. I create actionable reports and analyze large data sets with Snowflake, Looker, and Databricks.

I consistently drive operational improvements — lowering time-to-resolution KPIs by 20%, achieving a 99% CSAT on support cases, authoring 100+ knowledge base articles, and reducing new-hire training from six months to two. I’ve mentored global teams and managed cross-functional groups to deliver reliable product integrations and support.

I bring a pragmatic, data-driven approach to support and technical operations, combining hands-on troubleshooting with process design and team development. I look to join organizations where I can lead improvements, coach engineers, and translate technical details into measurable customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Owner & Operator

Current

Jar Rat Gaming LLC

Jan 2023 - Present (2 years 9 months)

Build custom arcade cabinets focused on clients with physical disabilities; manage a team of 7 artists, carpenters, and programmers and provide ongoing remote and onsite support to 50+ clients.

Arcade Cabinet Design Accessibility Engineering Team Management Technical Support Fabrication Electronics Project Management Client Relations

Senior Technical Ops Engineer

Integral Ad Science

Jan 2024 - Feb 2025 (1 year 1 month)

Created tailored client reports from large datasets using Snowflake, Looker, and Databricks; streamlined ticket creation to lower time-to-resolution KPIs by 20% and mentored a team of 5 across US, EMEA, and APAC.

Snowflake Looker Databricks SQL Ticketing (JIRA)Data Analysis Mentoring

Integration Engineer II

Microsoft

Mar 2022 - Feb 2023 (11 months)

Integrated enterprise clients into the Xandr DSP/SSP ecosystem using JavaScript, HTML, Python, SQL and REST APIs; authored 100+ client-facing knowledge base articles and led weekly troubleshooting with product and account teams.

JavaScript HTML Python SQL REST APIs Integration Jira

Senior Support Engineer

Salesforce

Aug 2017 - Nov 2021 (4 years 3 months)

Achieved a 99% CSAT rating and redesigned onboarding to reduce new-hire training from 6 months to 2; supported Audience Studio DMP via JIRA, Zendesk, and GUS and produced training modules and performance analyses.

Audience Studio Zendesk Jira GUS Onboarding Training Development CSAT

Support Engineer

MediaMath

Sep 2015 - Aug 2017 (1 year 11 months)

Resolved internal and external support tickets for campaign performance, delivery, scalability, and partner data integrations using Jira, Tigerpaw, and Salesforce DMP; co-authored a Creatives Policy to enforce ad quality and compliance.

Jira TigerPaw Compliance Data Integration