William Mays
@williammays1
Technical Support Engineer who scales enterprise SaaS support through integrations.
United StatesWhat I'm looking for
I’m a Technical Support Engineer with 6+ years supporting enterprise SaaS platforms in high-volume, customer-facing environments. I’m a trusted cross-functional liaison between Support, Product, Engineering, Implementation, and Customer Success, focused on building processes that scale—not just resolving issues.
I identify systemic root causes, drive engineering prioritization, and convert T2/T3 workload into T1-capable workflows through documentation, training, and structured collaboration. From founding Bug Courts that reduced a ~250 to ~50 open-item backlog (~80% reduction) to eliminating major integration routing failures and enabling full end-to-end T1 triage, I help teams restore reliability and capacity while maintaining data integrity across integrations.
Experience
Work history, roles, and key accomplishments
Technical Support Engineer
Fourth Enterprises
Oct 2021 - Present (4 years 6 months)
Served as senior escalation resource for complex SaaS issues, managing ~12 formal escalations per week while supporting cross-department technical questions. Founded Bug Courts to align engineering prioritization and cut combined T2/T3 backlog from ~250 to ~50 (~80%) and eliminated ~40% of ticket volume by addressing HR-to-payroll integration routing failures.
Associate Technical Support Engineer
Fourth Enterprises
Jan 2019 - Oct 2021 (2 years 9 months)
Investigated and escalated a systemic platform vulnerability enabling fraudulent account creation, driving resolution over ~1 year and reducing fraudulent account creation by ~90%. Supported acquisition transition by acting as an informal product knowledge hub and documenting defects for Engineering during major organizational and product changes.
Education
Degrees, certifications, and relevant coursework
ECPI University
Bachelor of Science, Information Technology (Networking & Security)
Earned a Bachelor of Science in Information Technology with a focus on Networking & Security.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
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