Lila Mercer
Technical Support Engineer
Remote lila.mercer@example.com +1 (555) 067-1047
Profile
Support engineer who debugs carefully, writes clear answers, and feeds product useful patterns.
Experience
Technical Support Engineer
2021 – Present
Helpwell Software · Remote
- Resolved 92% of tickets within SLA while keeping CSAT at 4.7/5.
- Published 40 knowledge articles that deflected a measurable share of repeat issues.
- Filed bug reports product trusted because reproduction steps were complete.
Support Specialist
2018 – 2021
Ticketlane · Denver, CO
- Handled SaaS troubleshooting across billing, SSO, and integrations.
Skills
Troubleshooting · SaaS · Writing · Zendesk · Logs · Customer empathy
Education
B.S. Information Technology
2018
Rocky Mountain Tech
Projects
Repro Template
Required fields for environment, steps, expected vs actual.