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Samantha M

@samantham2

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I troubleshoot SaaS and application issues, validate fixes, and drive customer escalations through resolution.

United States

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What I'm looking for

I'm looking to support SaaS or digital products by troubleshooting complex issues, managing escalations, validating fixes, and collaborating with development and cross-functional teams to improve customer outcomes.

I've supported software, digital products, and donor services across Islamic Relief USA, Bottomline Technologies, Default Servicing Technologies, and McGraw-Hill Education.

At Bottomline Technologies, I coordinated customer software implementations from planning through production, configuring, testing, and validating solutions while partnering with project managers, developers, and support teams to resolve complex issues.

At Default Servicing Technologies, I investigated issues affecting more than 100 users, documented reproducible findings for development teams, and validated bug fixes in pre-production before release.

I'm focused on clear case documentation, customer advocacy, knowledge-base content, and practical process improvements that help customers and internal teams resolve issues efficiently.

Experience

Work history, roles, and key accomplishments

Donor Services Specialist

Islamic Relief USA

Feb 2024 - Jul 2026 (2 years 5 months)

Managed donor account and transaction support in Salesforce, including recurring donations, payment-method changes, cancellations, account updates, tax-receipt requests, and data-quality corrections. Resolved and escalated donor account and transaction issues by coordinating with internal teams, maintaining clear communication and accurate case information through resolution.

Salesforce Customer Support Escalation Management Case Documentation Data Quality

Technical Services Engineer

Bottomline Technologies

Apr 2017 - Jun 2018 (1 year 2 months)

Coordinated customer software implementations from planning through production, serving as a key point of contact for clients and internal technical teams. Configured, tested, and validated software solutions, troubleshot application issues, and supported successful customer deployments.

Application Support Specialist

Default Servicing Technologies

Jul 2014 - Sep 2015 (1 year 2 months)

Investigated technical issues affecting 100+ users, gathering reproduction steps and escalating findings to development teams. Validated bug fixes in pre-production, confirming functionality and documenting remaining issues. Corrected property geolocation data by verifying Google Maps coordinates. Authored knowledge-base articles documenting product guidance and issue resolutions for self-service.