Technical Support Engineer

I build fast, scalable web applications with modern technologies. Currently based in Toronto.

const developer = {
name: 'Christopher Santangelo',
skills: ['React', 'Next.js'],
experience: 5,
};

About Me

Technical support professional with over four years of experience in resolving technical issues and enhancing customer satisfaction, expert in managing support interactions and collaborating with cross-functional teams.

Key achievements include the resolution of over 500 live chats monthly with a 90% customer satisfaction rate and a response time improved by 25% through departmental collaboration.

Technologies & Tools

OK
Okta
MS
Microsoft 365
GW
Google Workspace
OL
OneLogin
AWS
AWS
GCP
Google Cloud
AZ
Azure
GH
GitHub
GL
GitLab
AD
Azure DevOps
IN
Intune
JF
Jamf
KN
Kandji
HX
Hexnode
RP
Rippling
JC
JumpCloud
OS
Mac/Windows/Linux
JR
Jira
DG
Datadog
MG
Merge.dev
CR
CRM Systems
SO
Support Operations

Featured Projects

Event Platform
Next.js + Stripe

Standfinder

Event management platform for finding and booking event spaces with integrated payment processing.

ReactNext.jsStripe
Ticketing System
React + Node.js

Tikkit

Digital ticketing platform for events with QR code generation and real-time validation.

ReactNode.jsMongoDB
AI Platform
Next.js + AI

Frameriq

AI-powered platform for automated content generation and management.

Next.jsTypeScriptOpenAI
Recipe App
React + API

FridgeChef

Recipe recommendation app that suggests meals based on available ingredients.

ReactAPICSS
AI Motion
AI + Animation

Genimotion

AI-powered motion generation platform for creating animated content.

AIAnimationWebGL
Job Platform
React + Node.js

SwiftApply

Streamlined job application platform with automated resume parsing and matching.

ReactNode.jsAI
Career Tool
AI + Analytics

WillTheyHireMe

AI-powered career assessment tool that predicts job application success rates.

AIAnalyticsML

Experience

Technical Support Representative

SaaS Platform
03/2022 — 12/2023
  • • Resolving 500+ live chats/month
  • • Supporting Strategic, Enterprise, Scale customers
  • • Querying, analyzing application logs, JSON to identify remediation steps for customers (Datadog)
  • • Recording personalized videos of step-by-step workflows to unblock customers (Vidyard)
  • • Surfacing optimizations within inbox for conversation routing via Rules
  • • Introducing attributes, macros, tags for metrics collection
  • • Working with Engineering to deflect 2.5k conversations/year (17% overall volume)

Technical Support Specialist II

Telecommunications Company
07/2021 — 03/2022
  • • Receive inbound support calls and online chat inquiries from customers to answer technical questions and solve technical issues
  • • Communicate using phone, chat, screen sharing, email and other technologies
  • • Make outbound calls to customers to resolve issues, conduct customer trainings, and follow up on customer requests
  • • Work with external IT, ISPS (internet service provider), or vendors to resolve customer problems while maintaining a positive attitude
  • • Collaborate cross departmentally to do special projects for customers and address complex issues

Technical Support Specialist

Technology Company
01/2024 — Present
  • • Receive inbound support calls and online email inquiries from customers to answer technical questions and solve technical issues
  • • Communicate using phone, chat, screen sharing, email and other technologies
  • • Make outbound calls to customers to resolve issues, conduct customer trainings, and follow up on customer requests
  • • Collaborate cross departmentally to do special projects for customers and address complex issues

Let's Work Together

I'm always interested in hearing about new opportunities and interesting projects.

[email protected]