Jason Little
@jasonlittle
Technical Support Engineering leader driving incident response, SaaS operations, and global escalation management.
United StatesWhat I'm looking for
I am a Technical Support Engineering Manager with 20 years of experience leading global SaaS operations, incident response, and escalation management across distributed teams. I build and mentor 24×7 support organizations that balance technical depth, customer focus, and operational scalability.
At LogicMonitor I lead global incident response and act as the primary escalation leader for major customer incidents, coordinating real-time triage across engineering, infrastructure, and product teams while partnering with CloudOps and Security on AWS and Azure platform issues. At Kestra Financial I built and led a 15-member support and integration team, designed escalation protocols and RCA templates, and served as the final escalation point for Sev1 incidents.
I am experienced with AWS, Azure, GCP, and open-source ecosystems and have a strong commitment to operational excellence, continuous improvement, and customer advocacy. I deliver measurable reductions in resolution time through structured triage, post-incident frameworks, QA/onboarding programs, and cross-functional collaboration.
Experience
Work history, roles, and key accomplishments
Technical Support Manager
LogicMonitor
May 2022 - Present (4 years 1 month)
Lead a distributed 24×7 global support organization for enterprise SaaS, acting as primary escalation leader for major incidents and implementing triage and post-incident frameworks that reduced resolution times and improved customer trust.
Built and led a 15-member SaaS support and integration team for 1,800+ users, designed escalation protocols and RCA templates, and served as final escalation point for Sev1 incidents to improve service transparency and resolution speed.
Managed enterprise SaaS application and infrastructure support, led cross-functional remediation of high-impact incidents, and developed QA and onboarding programs that reduced errors and improved team performance.
Technology Solutions Analyst
National Financial Partners
Aug 2007 - Jul 2017 (9 years 11 months)
Provided advanced technical support and application troubleshooting in a regulated environment, authored process documentation and escalation workflows that improved first-contact resolution and reduced support handoffs.
Education
Degrees, certifications, and relevant coursework
Jason hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
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