Open to opportunities

Joseph Bersano

@josephbersano

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Product / Technical Support Engineer specializing in SaaS and web platform troubleshooting.

Philippines

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What I'm looking for

I seek a remote-ready, collaborative role in technical or product support where I can own incident resolution, improve processes, and contribute to platform stability and customer success.

I am a detail-oriented Product / Technical Support Engineer with 4+ years providing Level 1–2 support for SaaS platforms and web-based systems, focused on troubleshooting, configuration, and SLA-driven ticket resolution.

I have coordinated and delivered 200+ platform and website launches, performed QA and post-launch validation, and resolved issues across Shopify, WordPress, Laravel-based and custom platforms while contributing to documentation and process improvements.

Remote-ready and customer-focused, I collaborate closely with Product, Engineering, and QA teams, read and edit JSON and logs, and continuously learn tools and processes to reduce repeat incidents and improve platform stability.

Experience

Work history, roles, and key accomplishments

Project Specialist

Dash10 Managed Services

Jan 2023 - Dec 2025 (2 years 11 months)

Coordinated and delivered 200+ platform and website launches, ensured SEO-ready, stable go-lives, and conducted QA/post-launch validation to resolve functional and performance issues. Provided Level 1–2 technical support across Shopify, WordPress, Laravel, and custom platforms while improving documentation and reducing repeat incidents.

Technical Support QA Testing Shopify WordPress Laravel Troubleshooting Documentation SEO

Technical Support Specialist

Dash10 Managed Services

Feb 2021 - Jan 2023 (1 year 11 months)

Handled inbound/outbound client support via phone, chat, and email, triaged website issues, applied quick fixes, and collaborated with cross-functional teams to resolve technical incidents and maintain client satisfaction. Managed CMS/admin tasks and identified bugs across multiple platforms.

Ticketing CMS HTML CSS Troubleshooting Client Communication Triage

Technical Support Associate

Dash10 Managed Services

Oct 2017 - Jul 2020 (2 years 9 months)

Built foundational troubleshooting and client communication skills supporting web platforms and internal systems, and performed front-end updates using HTML, CSS, and basic JavaScript to maintain company websites.

Troubleshooting Customer Support HTML CSS JavaScript IT Support Ticketing Problem Solving

Education

Degrees, certifications, and relevant coursework

University of Southeastern Philippines

Diploma in Technology Education, Technology Education

2019 - 2019

Completed coursework toward a Diploma in Technology Education (units earned) during January to December 2019.

Philippine Women's College of Davao

Bachelor of Science, Information Technology

2013 - 2017

Completed a Bachelor of Science in Information Technology program with coursework and practical experience in web technologies and IT support from June 2013 to April 2017.