Open to opportunities

Nathalie Sainz

@nathaliesainz

Message

I am an experienced Technical Support Engineer specializing in SaaS and bilingual support.

United States

Message

What I'm looking for

I'm seeking a senior technical support role at a customer-focused SaaS company where I can reduce MTTR through automation, build knowledge-driven self-service, collaborate with Product & Engineering, and mentor teams in a bilingual (English/Spanish) environment.

I am a results-driven Technical Support Engineer with 6+ years in high-volume SaaS environments and over 10 years of customer-facing experience. My strengths include deep troubleshooting, root cause analysis, incident and escalation management, workflow automation, and cross-functional collaboration.

I consistently resolve 20–25 complex cases daily while maintaining 97%+ CSAT and reduced MTTR by 25% through automation and smarter triage. I authored 60+ knowledge base articles, cutting inbound ticket volume by 30% and partnered on 75+ bug fixes to accelerate prioritization.

I improved SLA tracking and reporting with dashboards and queue hygiene standards, reducing triage time by 20%, and I helped reduce new-hire ramp time by 25% through hands-on training and onboarding. I deliver bilingual (English/Spanish) support and translate technical concepts into clear guidance for non-technical users.

I am passionate about scaling self-service, building durable runbooks, and preventing churn by aligning Support, Product, and Engineering teams. I bring empathetic communication, measurable process improvement, and peer coaching to customer-centric SaaS organizations.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

Salesforce

Apr 2018 - Jan 2025 (6 years 9 months)

Resolved 20–25 complex SaaS issues daily while maintaining 97%+ CSAT and reduced MTTR by 25% through automation and smarter triage. Authored 60+ knowledge articles that reduced inbound ticket volume by 30% and partnered on 75+ bug fixes to accelerate prioritization.

Troubleshooting Root Cause Analysis Incident Management

Data Technician & Executive Secretary

Hillsboro School District 1J

Jul 2013 - Apr 2018 (4 years 9 months)

Managed large datasets and ensured compliance with district, state, and federal grants reporting while improving time-to-fix for staff IT issues via standardized intake. Maintained Google Sites and audit-ready records to increase information discoverability and reporting accuracy.

Google Sheets Excel MS Access Google Sites Remote Support Ticketing Data Reporting

HR Receptionist & Educational Assistant

Hillsboro School District 1J

Sep 2012 - Jul 2013 (10 months)

Served as first point of contact for HR, assisting 50+ staff daily and reducing response time by 20%; scheduled 15–20 interviews weekly and processed 1,000+ personnel records annually with 100% compliance. Coordinated onboarding and partner communications to streamline employee lifecycle processes.

Customer Service Scheduling Records Management Onboarding Bilingual Support Calendar Management

Technical Support & Content Reviewer

Net2Source

Jan 2011 - Jan 2012 (1 year)

Delivered bilingual support for a global user base (Yahoo/Flickr), achieving 95–97%+ CSAT while meeting SLAs and moderating content with 98%+ accuracy. Authored 60+ internal guides that reduced repeat inquiries by ~30% and escalated bugs and policy issues to expedite resolutions.

Technical Support Content Moderation Ticketing Systems Escalation Management Bilingual Support