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Christopher Santangelo

Christopher Santangelo

Technical Support Engineer | SaaS Support | IAM, Cloud, Endpoint & VoIP Troubleshooting

South Windham, CTSantangelo.me
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About me

I support complex technical workflows by day and build web products after hours, pairing customer-facing support instincts with practical product engineering.

My work spans SaaS support, identity and access tools, cloud systems, endpoints, VoIP, documentation, automation, and a portfolio of shipped products.

25%

faster response times

40%

fewer escalations

90%

CSAT maintained

2,500+

cases deflected yearly

Featured work

Products, tools, and experiments I have shipped.

Download resume
02

Browser extension

Browser Grab

Capture, annotate, and share browser context in one focused workflow.

ChromeTypeScriptWebRTC
04

Analytics

Clearvew

Visibility tools for product teams across events, sessions, and signal.

AnalyticsPostgresEdge
06

Commerce

Simmerly

A curated kitchen storefront with a hand-built commerce stack.

ShopifyNext.jsEdge
08

Support desk

Tikkit

A modern ticketing system for cleaner customer service operations.

SupportReactAutomation

Core technical skills

Support depth with builder range.

Support & operations

Tier 1/Tier 2SaaS supportTicket triageEscalationsSLA complianceOnboarding

Identity & SaaS admin

OktaAzure Active DirectoryJumpCloud1PasswordHRIS integrations

Cloud, systems & endpoint

Microsoft 365AzureAWSGoogle CloudWindowsmacOSLinuxJamfKandji

Monitoring & workflow

DatadogJSON logsJiraGitHubHubSpotWorkdayGustoPaylocityCertn

Product build stack

TypeScriptReactNext.jsNode.jsPostgresVercelStripeOpenAI

Experience

Technical Support Engineer

IQReseller

Jan 2024 - Present - Wayzata, MN (Remote)

  • -Provide Tier 1 and Tier 2 support across SaaS and IT systems while maintaining SLA compliance and reducing support backlog.
  • -Troubleshoot access, application, integration, endpoint, and workflow issues using diagnostics, logs, reproduction steps, and clear customer communication.
  • -Partner with engineering and product teams on defects, feature-impacting issues, and escalation paths, translating technical findings into customer-ready updates.
  • -Build and improve knowledge resources and training materials that increased adoption and reduced repeat tickets by 20%.

Technical Support Representative I

Drata

Mar 2022 - Dec 2023 - San Diego, CA (Remote)

  • -Handled 500+ monthly live chats for enterprise customers while sustaining 90% CSAT and exceeding SLA targets.
  • -Used Datadog and JSON logs to diagnose platform, account, workflow, and integration issues.
  • -Automated repeat support workflows and improved internal processes, increasing team efficiency by 17% and improving response times by 25%.
  • -Created help articles, internal documentation, and customer videos that reduced recurring issues by 30% and deflected 2,500+ cases annually.
  • -Reduced escalations by 40% through proactive troubleshooting, clearer handoffs, and complete root-cause documentation.

Technical Support Specialist II

Clarity Voice

Jun 2019 - Apr 2020 - Southfield, MI (Remote)

  • -Delivered Tier 1 VoIP and network support by phone, chat, and screen share to restore service and minimize business downtime.
  • -Coordinated with IT providers and ISPs to resolve connectivity, provisioning, and service-impacting issues.
  • -Led client onboarding and tailored training sessions that improved customer technical proficiency by 30%.

Education & certifications

Aug 2023

A+ Security Certification

Technical certification

Coursework

Information Technology & Business

University of Phoenix / Coursera

Diploma

Middletown High School

Middletown, CT

Contact

Have a support problem, product idea, or role worth talking about?

I am easiest to reach by email or phone.

[email protected]860-759-7047