Looking for a job

Tyler L

@tylerl

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I resolve high-volume technical faults and build practical SaaS support tools with APIs, SQL, and AI.

Thailand

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What I'm looking for

I'm looking for a remote SaaS product or technical support role where I can own complex customer issues, use data and APIs to diagnose root causes, and keep building practical technical capability within a distributed international team.

At Virgin Media, I resolved over 10,000 customer technical faults end-to-end, achieving roughly 98% first-time resolution and consistently ranking in the top 1–3 of around 50 engineers on a blended 10-KPI scorecard.

I diagnosed broadband and equipment issues using signal/RF levels, SNR, and throughput data, documented every case in Oracle CRM, and coordinated escalations across network, account, and specialist teams. I also handled high-urgency SMB faults, supported customers remotely and in person, and mentored four new starters while writing troubleshooting guides for colleagues.

Since relocating to Thailand, I've been building practical SaaS-support fluency through SQL, REST APIs, Postman, and AI-assisted development. I built a Python/FastAPI job-search platform that scans around 7,000 live listings through ATS APIs and ranks suitable roles, alongside live websites, a Shopify store, and iOS apps in development.

Experience

Work history, roles, and key accomplishments

Field Service Technician

Virgin Media

Jan 2017 - Apr 2024 (7 years 3 months)

Owned customer issues end-to-end for over 10,000 customers, achieving a 98% first-time resolution rate and ranking in the top 3 of 50 engineers on blended KPIs. Diagnosed technical faults using structured data and documented all actions in Oracle CRM.

Customer Support Data Protection