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Steven Lundberg

@stevenlundberg

I resolve enterprise software escalations across authentication, APIs, and databases.

At OpenText, I managed Tier 2/3 escalations across SaaS and on-premises environments, bridging enterprise customers with Product and R&D engineering.

I investigate SAML/SSO failures, REST API payload issues, client-side network traces, SQL data defects, and application logs to identify root causes and drive resolution.

I restored stability for a high-risk enterprise account by restructuring triage calls, reduced tracked cases from about 18 to 8, and created KCS articles, runbooks, and video guides while mentoring four support engineers.

Experience

Work history, roles, and key accomplishments

OP

Senior Technical Support Specialist

Jul 2005 - Apr 2026 (20 years 9 months)

Managed Tier 2/3 escalations across SaaS and on-premises environments, serving as the primary technical bridge between enterprise customers, Product, and R&D engineering. Tracked and escalated software defects in Jira, linking R&D issues directly to customer cases in Salesforce for transparent case updates and cross-functional visibility.

SAML 2.0 SSO HAR File Analysis REST APIs Postman Fiddler MS SQL Server Jira Salesforce KCS Root Cause Analysis Escalation Management

AI

Consultant & Trainer

Applix Inc.

Delivered on-site CRM implementations, technical customization, user training, and escalation support for field consultants.

CRM Training Implementation Technical Support

CJ

PC & Application Administrator

CJ

Managed 100+ Windows endpoints and CRM platform application with high availability.

Windows CRM System Administration

UN

Electronics Technician

U.S. Navy

Maintained and repaired shipboard HF-UHF transmitters and digital communications systems ashore.

Electronics Communications Systems Troubleshooting

Education

Degrees, certifications, and relevant coursework

CO

Coursera

Google AI Professional Certificate, Artificial Intelligence

In progress.

OK

Okta

Okta Explore Identity Foundations Skill Badge, Identity and Access Management

In progress.

BU

Bridgewater State University

Certificate, Computer Science

Computer Science Certificate.

UW

University of Wisconsin

Certified Technical Instructor, Technical Instruction

Certified Technical Instructor.

Tech stack

Software and tools used professionally

Postman

Fiddler

Salesforce

Microsoft SQL Server

Jira

Wireshark

Linux

Windows

sso

SQL

Availability

Looking for a job

Location

United States

Authorized to work in

Salary expectations

95k+ USD

Job categories

Technical Support Engineer Technical Support Specialist Application Administrator Technical Trainer Electronics Technician

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