Edwin - Customer Support Specialist with 5+ years in SaaS and Security

San José, San José, Costa Ricaen

Led onboarding and training programs, facilitating team integration and operational readiness.

Acted as SME for escalations in Tier 1&2 SaaS Support, handling sensitive client issues.

Published on CazVidVideo interview available

Summary

Experienced in SaaS customer support, onboarding, documentation management, and security compliance with proven role progression.

Video Resume

Key Achievements

Supported onboarding of personnel into secure systems, ensuring cybersecurity compliance.

Skills

Documentation ManagementAdvanced

Managed internal documentation and knowledge bases to support onboarding, compliance, and process improvement.

Customer Support ServicesAdvanced

Provided tailored support to key SaaS accounts and managed client communications to ensure satisfaction.

Cross-functional CollaborationAdvanced

Collaborated with account managers, legal, HR, and IT teams to align support strategies and procedures.

Employee TrainingAdvanced

Trained new team members on operational procedures and product knowledge, enhancing team performance.

Experience

SaaS Global Technical Support Team

OPEN TEXT

01/2019 - 04/2025

Managed onboarding and training of new team members, ensuring smooth transitions and operational readiness., Maintained and updated internal documentation and knowledge bases to support onboarding and compliance., Monitored SLA adherence and escalation triggers, proactively resolving issues and...

SaaS Tier 1&amp;2 Support Team

MICRO FOCUS

11/2018 - 01/2019

Acted as SME for escalations, offering specialized support for sensitive client cases.

Security Services Technician

BOSCH

03/2016 - 11/2018

Supported onboarding of internal personnel into secure systems, ensuring compliance with cybersecurity protocols., Maintained updated documentation for security procedures and onboarding workflows., Collaborated with IT and HR teams to ensure alignment with local legislation and internal policies.