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Steven Jones

@sjonestoo

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Technical support engineer who resolves complex network and SaaS issues with API expertise.

United States

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What I'm looking for

I’m looking for a customer-focused role where I can combine network troubleshooting and API testing to resolve complex issues quickly, improve support workflows, and partner closely with engineering and product teams to deliver reliable, high-quality experiences.

I’m a customer-focused technical support professional with 10+ years of experience troubleshooting network infrastructure, supporting SaaS platforms, and resolving complex technical issues. I’m skilled in API testing, ticket triage, and cross-functional collaboration with engineering and product teams to drive fast, high-quality customer outcomes.

In my current role, I troubleshoot and resolve complex LAN/WAN connectivity issues, perform site assessments for network deployments, and install/configure networking hardware to ensure optimal performance. I also monitor network health, build support workflows (including a knowledge base streamlined with Power Automate), triage and manage Jira Epics/Stories/Tasks/Bugs, and support product rollouts by authoring release notes and managing a beta user group.

Experience

Work history, roles, and key accomplishments

Current

Senior Telecommunications Specialist

Current

Comcast

Aug 2003 - Present (22 years 11 months)

Troubleshot and resolved complex network and connectivity issues across LAN/WAN environments for internal teams and external customers. Conducted site assessments, defined network requirements, installed and maintained networking hardware, monitored network health, and coordinated cross-functional projects to ensure timely issue resolution and deployments.

LAN WAN Network Hardware Routers Access Points Cisco Network Troubleshooting Network Monitoring Contractors ISPs Coordination

Product Support Engineer (XM Support)

Comcast

Triaged and resolved support tickets, performing remote troubleshooting for end users and improving customer satisfaction. Created Jira epics/stories/tasks/bugs, escalated issues to engineering, built a Power Automate-based knowledge base, and supported product rollouts by authoring release notes and managing a beta user group.