Lamigo, Ivan Joshua
@lamigoivanjoshua
Technical Support Engineer specializing in Tier 2 escalations, root cause analysis, and AI-assisted workflows for e-commerce SaaS.
PhilippinesWhat I'm looking for
I’m a Technical Support Engineer with 4+ years of experience supporting e-commerce SaaS, financial services, and consumer technology, where I serve as the escalation point for complex, merchant-impacting issues. I independently investigate root causes and clearly separate user error, configuration problems, and true product defects so engineering can act quickly and accurately.
In my current role at TaskUs, I handle daily Tier 2 escalations by analyzing system logs, observability and monitoring signals, conversation history, and SQL-based data validation. I reproduce platform bugs, capture structured expected vs. actual behavior, assess customer impact, and deliver engineering-ready escalation documentation throughout the issue lifecycle.
I also focus on scaling support effectiveness. I built and implemented a self-built AI-assisted investigation and response workflow that reduced case handling and draft time from 1-2 hours to approximately 20-40 minutes per ticket, improving throughput and output quality in a high-volume, autonomous environment—while maintaining strong SLA management and clear cross-functional communication.
Experience
Work history, roles, and key accomplishments
Serves as the live Tier 2 escalation point for a leading e-commerce SaaS platform, investigating complex platform and billing issues via logs, observability tools, conversation history, and SQL-based validation. Reproduces bugs with structured steps and escalates confirmed defects to engineering with engineering-ready documentation.
Provided live chat support to merchants for billing, store setup, platform functionality, order management, payment gateways, and account-related concerns. Escalated complex cases to Tier 2 teams and engineering while maintaining SLA compliance and supporting performance-based recognition.
Technical Support Representative
Exacot Philippines
Jul 2023 - Dec 2023 (5 months)
Provided email and chat-based technical support for a consumer VPN application, handling installation, connectivity, billing, login, and customer lifecycle issues. Logged recurring technical problems for escalation tracking and documentation purposes.
Customer Service Representative
iQor Philippines
Dec 2021 - May 2023 (1 year 5 months)
Delivered inbound and outbound support to U.S. customers on auto loan inquiries, including billing, payment processing, disputes, and account resolution. Maintained call quality scores and met or exceeded operational KPIs.
Education
Degrees, certifications, and relevant coursework
Bulacan State University
Bachelor of Science in Information Technology, Information Technology
2018 - 2020
Completed 2 years of an undergraduate Bachelor of Science in Information Technology program.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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