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Jay Gagnaire

@jaygagnaire

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Technical Account Engineer at Zoho, guiding VIP customers and presenting product demos across Zoho’s SaaS suite.

Netherlands

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At Zoho, I’m a Technical Account Engineer and product expert across Zoho’s SaaS suite. I guide VIP customers through technical questions, lead onboarding sessions for high-profile accounts, and present functional demos with the Pre-sales and Onboarding team.

At Amplitude, I supported customers with product and third-party integration issues, building dashboards to test SDKs and APIs. At Dialpad and Zoom Communications, I handled complex SaaS and communications troubleshooting, including API, webhook, SDK, VoIP, and SIP issues, working with Engineering and Product teams on resolutions.

Earlier at SAP, I supported SAP ERP and cloud products, worked with clients on SuccessFactors implementation and adoption, and led the global cloud technology and architecture support team for SAP ByD. I hold certifications in Zoho products, Amplitude Analytics, SAP SuccessFactors, SAP integration, and SAP ERP and cloud applications.

Experience

Work history, roles, and key accomplishments

Current

Technical Account Engineer

Current

Zoho

Nov 2025 - Present (11 months)

Product expert on Zoho's suite of SaaS products, presenting events and workshops, building demos, and driving onboarding for high-profile accounts. Key contact for VIP customers, providing technical guidance and troubleshooting.

SaaS Product Expertise Démos Onboarding Technical Documentation Customer Support Troubleshooting Process Improvement

Technical Support Engineer

Amplitude

Apr 2025 - Oct 2025 (6 months)

Answered and escalated support tickets via email and chat, troubleshooting Amplitude and third-party integration issues. Built dashboards to test SDKs and APIs and drove resolution of challenging tickets.

Troubleshooting APIs SDK Dashboarding Customer Support SLA Management

Strategic Premium Support Representative

Dialpad

Jan 2024 - Jan 2025 (1 year)

Led technical onboarding and implementation projects for enterprise clients, ensuring seamless integration of Dialpad's SaaS solutions. Managed multiple client accounts and resolved complex system issues in collaboration with Engineering and Product teams.

SaaS Onboarding Implementation Troubleshooting VoIP SIP AI Customer Support

Technical Support Engineer

Zoom Communications

Apr 2019 - Dec 2023 (4 years 8 months)

Provided support to troubleshoot and resolve technical issues reported by external customers and team members through Zoom, phone, chat, and ticket channels. Worked closely with Engineering and Product teams to resolve API, third-party integration, webhook, and SDK issues.

Troubleshooting VoIP SIP APIs Webhooks SDK Zendesk ServiceNow Jira Datadog

Customer Success Manager

SAP

Feb 2018 - Mar 2019 (1 year 1 month)

Acted as a technical advocate, assisting clients with technical knowledge, system configurations, updates, changes, security setups, and automation workflows. Delivered weekly meetings and quarterly business reviews to optimize customer success and retention.

Customer Success Technical Advocacy System Configuration Automation QBR Retention

Cloud Support Team Lead

SAP

Sep 2016 - Feb 2018 (1 year 5 months)

Led the global cloud technology and architecture support team for SAP ByD. Supervised and mentored agents, managed scheduling, set performance goals, and conducted employee reviews.

Team Leadership Mentorship Performance Management KPI Analysis Process Improvement

Cloud Support Expert Engineer

SAP

Jun 2011 - Sep 2016 (5 years 3 months)

Provided high-level support for SAP ERP solutions and SaaS cloud-based systems such as SAP ByD. Maintained deep product knowledge and created/updated knowledge base articles and support documentation.

SAP ERP SaaS Troubleshooting Knowledge Base Documentation Customer Support