Open to opportunities

Savyo Relavio

@savyorelavio

Message

I’m an Application Support Engineer turning SaaS incidents into repeatable fixes with SQL, APIs, and RCA.

Canada

Message

What I'm looking for

I want to own Tier 2 application/product support for SaaS and production systems—handling integrations, SQL/API diagnostics, and RCA through structured troubleshooting, strong documentation, and tight collaboration to improve reliability and speed up resolutions.

I’m an Application and Product Support Engineer with 6+ years of experience troubleshooting SaaS platforms, Linux/Windows production systems, healthcare applications, APIs/integrations, and SQL/database behavior. I thrive in Tier 2 support: owning cases end-to-end, translating unclear customer symptoms into evidence-based findings, and driving root-cause investigation through log analysis, defect reproduction, and incident escalations.

Across Shopify and healthcare environments, I’ve built repeatable support workflows, created escalation notes for Engineering and Product teams, and improved resolution quality through technical documentation and knowledge base updates. I’m comfortable bridging major incidents, using monitoring and runbooks for reliability triage, and also automating data extraction—building 100+ Python scripts—to accelerate investigation and response.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist (Tier 2)

Shopify

Sep 2025 - Apr 2026 (7 months)

Provided Tier 2 technical support for SaaS platform integrations, authentication workflows, payment systems, and API-related issues. Managed high-volume, SLA-driven case work in Zendesk/Jira and created escalation notes and customer updates for merchants and partners.

Tier 2 Support SaaS Support Engineering Payment Systems SLA Management Zendesk Jira Confluence Slack Google Workspace Escalations Shopify Admin Technical Documentation

Information Systems Specialist

Intelerad Medical Systems Inc.

Sep 2021 - Jan 2025 (3 years 4 months)

Delivered Tier 1 and Tier 2 infrastructure/backend support for enterprise hospital environments, handling monitoring alerts and production client cases. Troubleshot Linux/Windows systems, investigated PostgreSQL/Sybase issues, and supported healthcare workflows while contributing to incident response and regulated documentation.

Embedded Systems Support Engineer

Calko Canada Inc.

Apr 2019 - Apr 2021 (2 years)

Provided Tier 2/3 technical support for embedded manufacturing systems, including device connectivity, cloud backup workflows, networking components, and deployment validation. Configured IP and wireless networking for enterprise clients and supported automated QA testing during deployments.

Tier 2 Support Embedded Systems Cloud Backup Workflows IP Networking Wireless Networking Automated Testing

Software Developer / Python Engineer

Turbolab Technologies Pvt. Ltd.

Jan 2018 - Nov 2018 (10 months)

Built and maintained Python automation scripts for data extraction, API validation, and web scraping workflows. Documented scripts and testing procedures to support handoff and maintenance by engineering teams.