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John Jay Catipon

@johnjaycatipon

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Support operations and process specialist improving QA, data validation, and escalation workflows in SaaS.

Philippines

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What I'm looking for

I’m looking for a SaaS role where I can own support operations, implementation QA, and the escalation/data validation workflow—turning unclear processes into repeatable systems, reducing back-and-forth with engineering, and improving customer outcomes.

I’ve spent most of my career figuring out why things break and making sure they break less often. I started in banking and moved through gaming support before landing in SaaS, where I now focus on the messy middle between customer issues and technical teams.

At Opus, I’ve served as an escalation point for complex system behavior, data inconsistencies, and edge cases—validating and isolating root causes before issues reach engineering. I review tickets for quality, completeness, and diagnostic accuracy, then translate recurring patterns into structured insights that help product and engineering act faster. I also maintain troubleshooting guides and escalation documentation so support and customers get clearer, more consistent answers.

I led end-to-end data migration workflows where no clear process existed—building structured, repeatable execution from field mapping and transformation rules to pre/post-migration validation checkpoints. When migrations impacted downstream support and reporting, I investigated and resolved the root issues, then internalized knowledge previously held by external vendors to reduce dependency and improve speed.

On the support operations side, I’ve standardized ticket-handling practices and escalation formats, strengthened SLA discipline, and built onboarding and training assets used for both customer-facing and internal video training. I also launched a HubSpot knowledge base designed for bot ingestion and internal AI testing, and improved engineering resolution speed with escalation summaries that include clear reproduction steps and acceptance criteria.

Experience

Work history, roles, and key accomplishments

Subject Matter Expert (SME)

Opus

Apr 2026 - May 2026 (1 month)

Served as the escalation point for complex system behavior, data inconsistencies, and edge cases by validating root causes before issues reached engineering. Reviewed tickets for quality and diagnostic accuracy and translated recurring issues into structured insights for product and engineering.

Root Cause Analysis Escalation Management Data Validation Edge Cases Knowledge Management

Data Operations Manager

Opus

Feb 2026 - Apr 2026 (2 months)

Led end-to-end data migration workflows from external systems into the platform, building a repeatable process from scratch. Created field mapping and transformation rules and implemented pre/post validation checkpoints to prevent downstream support and reporting issues.

Data Migration Field Map Root Cause Analysis Data Validation Process documentation

Customer Support Lead

Opus

Mar 2025 - Feb 2026 (11 months)

Owned support operations and process infrastructure for a remote team, standardizing macros, ticket handling, and escalation formats to maintain SLA discipline. Built HubSpot knowledge base content for bot ingestion and internal AI testing, and improved engineering resolution speed with structured Linear escalation summaries.

Customer Support Operations Process Improvement SLA Knowledge Base Management Linear Escalations Escalations SLA Accountability Workflows

Customer Support Agent

Opus

Jan 2024 - Mar 2025 (1 year 2 months)

Provided front-line support for EHR, CRM, and RCM workflows via phone, email, and video. Triaged browser and API-related issues and owned escalations end-to-end while authoring customer-facing guides and internal troubleshooting notes.

EHR Support CRM Support RCM

Gaming Support Agent

5 CA

Nov 2022 - Jan 2024 (1 year 2 months)

Managed high-volume live chat and email support during game launches and live operations. Documented recurring issues, contributed to FAQs, and escalated defects with structured reports.

Live Chat Support Email Support