Open to opportunities

Sadie Adams

@sadieadams

Message

Product Support Specialist delivering enterprise SaaS troubleshooting and configuration guidance.

United States

Message

What I'm looking for

I’m looking for a role where I can deliver prompt, professional enterprise SaaS support through technical troubleshooting and configuration guidance. I want to collaborate cross-functionally, escalate and document issues effectively, and help influence product improvements while maintaining top CSAT.

I’m a Product Support Specialist with over 10 years of experience supporting enterprise level accounts within a SaaS company. I’m driven by learning new products, solving complex situations, and delivering high level customer service for technical solutions.

In my current role at Mediafly (Remote), I develop detailed product understanding to deliver technical troubleshooting, configuration support, and business use case advice via email or scheduled call. I manage and prioritize tickets in Zendesk and Jira, collaborate with cross-functional teams to escalate high-severity issues, and document bugs and feature requests—while supporting prompt, professional, customer-focused service and achieving a 100% CSAT score for 2025.

Previously at Infinite Computer Solutions and IBM, I escalated high-severity issues, maintained SLAs in a fast-paced environment, and troubleshot issues tied to unique client configuration to confirm how functionality is intended to work. I also served as an internal knowledge resource and mentored a new Product Support Specialist, sharing best practices, workflows, and data-driven insights to drive product enhancements.

Experience

Work history, roles, and key accomplishments

Product Support Specialist

Mediafly

Jan 2024 - Mar 2026 (2 years 2 months)

Provided technical troubleshooting, configuration support, and business use case advice via email or scheduled calls. Managed Zendesk/Jira tickets, collaborated on escalations and documentation for bugs and feature requests, and mentored a new specialist, achieving 100% CSAT for 2025.

Technical Troubleshooting Configuration Troubleshooting Customer Support Business Use Cases Email Support Zendesk Jira Escalations Bug Documentation Feature Requests Cross Functional Collaboration Mentoring CSAT

Product Expert

Infinite Computer Solutions

Oct 2021 - Dec 2023 (2 years 2 months)

Researched and recommended solutions for complex business needs and performed configuration changes specific to client environments. Served as an internal knowledge resource for Client Success Managers and Product Support Professionals following ongoing Product Support responsibilities after product acquisition from IBM.

Research Solutions Solution Recommendation Client Environment Configuration Client Success Support

Product Support Professional

IBM

Oct 2015 - Oct 2021 (6 years)

Provided product support for enterprise accounts, escalating high-severity issues and managing escalation communications with client and internal teams. Prioritized phone/chat/support tickets and ensured SLA adherence while troubleshooting issues tied to unique client configurations.

Escalations engineering collaboration Offering Management Salesforce SLA Troubleshooting Client Configuration Analysis

Global Support Representative

IBM

Oct 2015 - Apr 2017 (1 year 6 months)

Provided end-user support via phone and email using Parature in a fast-paced environment. Documented support cases for elevation, collected information for internal product development, and transcribed/input data into an applicant tracking system.

end user support Phone Support Email Support Parature Case Documentation Product Development

Education

Degrees, certifications, and relevant coursework

Doane College

Bachelor of Science, Computer Science

Activities and societies: Student Activities Council; Omega Psi Theta; Leadership Office Assistant.

Earned a Bachelor of Science in Computer Science with a minor in Mathematics. Involved with Student Activities Council, Omega Psi Theta, and served as a Leadership Office Assistant.