sebastien moreau
@sebastienmoreau
I lead technical support teams, improve customer outcomes, and develop engineers across SaaS and technical operations.
IrelandWhat I'm looking for
I'm leading a remote support team at VelocityEHS, using performance data, coaching, and clear goals to deliver high-quality customer service. I brought the entire team to target performance and developed two engineers into Senior Engineer roles.
Previously, I resolved complex SaaS customer issues as a Customer Support Engineer at VelocityEHS, partnering with product and engineering teams on root-cause analysis, escalations, and knowledge sharing. At DocuSign, I supported digital agreement services, API integrations, account configuration, and security-related issues using Salesforce, Jira, and SQL.
My Apple experience spans AI/ML quality, channel support, iOS supervision, and frontline iOS and Mac support. I reviewed customer interactions to improve Siri and machine-learning outcomes, managed escalated cases across service providers and retail channels, and supported specialists through final resolution.
I'm bilingual in French and English, with more than 10 years of experience in customer support, technical operations, SaaS, AI/ML quality, and continuous improvement.
Experience
Work history, roles, and key accomplishments
Associate Manager
VelocityEHS
Jul 2024 - Present (2 years 1 month)
Lead and develop a diverse remote support team, setting clear goals, coaching against performance data, and maintaining high-quality service delivery. Brought the entire team to target performance within two years and developed two engineers to promotion into Senior Engineer roles.
Customer Support Engineer
VelocityEHS
Oct 2022 - Jul 2024 (1 year 9 months)
Resolved complex customer issues while consistently supporting SLA performance and positive customer outcomes. Applied critical thinking and product knowledge to diagnose issues, guide customers, and reduce time to resolution.
Supported digital agreement services, API integrations, account configuration, and security-related issues. Used Salesforce, Jira, and SQL to investigate complex cases, manage escalations, and strengthen support documentation.
Reviewed customer interactions to improve Siri and machine-learning outcomes. Analysed trends and proposed quality improvements.
Handled escalated issues from Apple Service Providers, carriers, and retail stores while meeting service-level expectations. Managed end-to-end cases using SAP, GSX, Core, and Radar.
Resolved escalated customer scenarios, supported frontline specialists, and coordinated cross-functionally through final resolution.
Provided frontline technical support for iOS and Mac products, troubleshooting customer issues and guiding resolution.
Education
Degrees, certifications, and relevant coursework
IUT DE LANNION
Bachelor Degree, Voice and Data System Integration
Earned a Bachelor Degree in Voice and Data System Integration from IUT de Lannion in 2015.
LYCÉE FÉLIX LE DANTEC
Higher National Diploma, Computer Science and Networks for Industry and Services
Obtained a Higher National Diploma in Computer Science and Networks for Industry and Services from Lycée Félix Le Dantec in 2014.
Availability
Location
IrelandAuthorized to work in
Job categories
Skills
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