I seek a Tier 2/3 Technical Support role owning complex SaaS escalations and incident response. I want to join a collaborative, engineering-adjacent team that values deep troubleshooting (APIs, SQL, logs), automation, and opportunities to apply AI/ML to improve triage and cross-team impact
MD
Looking for a job
Martin Dao
@martindao1
Tier 2 Application Support Engineer driving fast P1 resolution, evidence-driven escalations, and automation.
United StatesWhat I'm looking for
I am a detail-oriented Application Support Engineer with seven years owning enterprise SaaS escalations end-to-end, consistently delivering sub-4-hour P1 resolution and 4.8+ CSAT across product teams. I build evidence packages from Datadog traces, Postman replays, and Chrome DevTools captures, run SQL and API checks to confirm data integrity, and automate repetitive triage with Python and Bash.
My work includes leading RCAs, publishing runbooks, and integrating monitoring tools like New Relic, Datadog, and ELK to shorten ticket-to-fix cycles. I apply AI/ML coursework to support workflows and explore LLM-assisted triage to surface real incidents faster and reduce alert noise, while prioritizing SLA, cross-team coordination, and knowledge documentation.
Experience
Work history, roles, and key accomplishments
SM
Current
Application Support Engineer
Simulation Mind
Jul 2023 - Present (2 years 8 months)
Owned Tier 2 triage and escalations for an early-stage AI training platform, reducing OAuth/TLS outage resolution to under 2 hours and publishing 11 runbooks to prevent repeat tickets.
Managed high-impact Dynamics AX escalations, closing 90–100 tickets monthly and producing repro steps and runbooks that unblocked Engineering within one day.
QV
Implementation Support Engineer
Q-Soft Vietnam
May 2017 - Aug 2017 (3 months)
Triaged UAT issues and reproduced bugs in Zendesk, coordinating fixes with engineering via Jira and documenting workarounds to keep client releases on schedule.
FS
Application Support Engineer
FPT Information System
Aug 2016 - May 2017 (9 months)
Supported go-live cutovers and stabilized ServiceNow tickets, tracked Jira defects and verified patches within 24 hours while performing SQL checks for ERP data issues.
Education
Degrees, certifications, and relevant coursework
Houston Community College
Associate of Science, Simulation and Programming
2018 - 2021
Completed an Associate of Science in Simulation and Programming, focusing on simulation technologies and programming fundamentals.
Troy University
Bachelor of Business, Marketing
Grade: 3.7 GPA
Earned a Bachelor of Business in Marketing with a 3.7 GPA, concentrating on marketing principles and business strategy.
Availability
Looking for a job
Location
United StatesAuthorized to work in
Website
martindao.onrender.comJob categories
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