Support Engineer · Technical Problem Solver · Aspiring Developer

I Find What's
Broken.
Then I Fix It.

I'm Jessica. I've spent 20 years becoming the person in the room who won't stop pulling on a thread until she knows exactly why something failed, where it started, and how to make sure it never fails the same way twice. That's not a job title. That's a wiring diagram.

Read My Story Work With Me
Scroll

The Origin Story

It Started in a
Courtroom.

Before any of this, I was a criminal paralegal in Las Vegas. Case files, legal research, defense proceedings, client communication under serious stakes. I learned early that documentation isn't busywork. It's the difference between something getting resolved and something getting lost forever.

Then I walked into a 911 dispatch center and spent six years triaging real emergencies in my hometown in Arizona, the city where I grew up. Not metaphorical emergencies. Real ones. You don't get to say "let me circle back on that." You assess, you decide, you act, and you document it perfectly because lives depend on the record.

That instinct has followed me through every SaaS platform, every support queue, every bug report since. The tools changed. The stakes changed. The wiring never did.

Now I'm adding engineering to the stack. Because I've spent years on the outside of codebases, finding the cracks. It's time to understand the inside too.

20+ Years Solving Problems
6yrs Emergency Dispatch
8+ SaaS Platforms Supported
0→1 Support Builds from Scratch
∞ Bugs Reproduced & Documented
BS Software Engineering, In Progress

Right Now

Where I Am
Today.

Current Role · Jan 2026 to Present
Customer Support Lead (Contract)
Fitish · Early-Stage Startup
First support hire. Built the entire support function from nothing: workflows, documentation, inbox structure, process documentation. Managing inbound support while identifying recurring issues and shaping how the team will operate at scale. Small team, big scope, zero hand-holding.
Currently Studying · 2025 to 2027
B.S. Software Engineering (AI-Native)
Maestro University
JavaScript, Python, Node.js, Next.js, MongoDB, SQL, REST APIs, Git. Building real things. Not just learning theory. The goal is to close the gap between understanding why something breaks and being able to go in and fix it myself.

The Full Path

Every Role.
Every Lesson.

The short version is that I've worked across legal, emergency services, insurance, fintech, healthcare, GovTech, enterprise SaaS, and e-commerce. The long version is below. Every single stop taught me something I still use.

◈ Recent Experience ◈
Sept 2024 – Nov 2025
Customer Experience Specialist
Elo Health · Health SaaS
  • Managed two high-volume Zendesk inboxes and live chat simultaneously, meeting a 2-hour first-touch SLA and 24-hour resolution SLA without sacrificing quality
  • Resolved complex logistics and customs escalations with FedEx and third-party fulfillment partners across Shopify, Loop, and Stord
  • Partnered with Product and Engineering to surface bugs, reproduce defects, and deliver clear replication steps for faster fixes
  • Identified workflow gaps weekly and submitted process improvement recommendations that directly reduced repeat escalations
ZendeskJiraLinearShopifyBug Reproduction
Feb 2024 – July 2024
Customer Solutions Advisor
Avionté · Enterprise Staffing SaaS
  • Delivered technical support for enterprise clients via phone, email, and Zendesk across a complex staffing platform
  • Led onboarding walkthroughs and live Zoom trainings for both new and legacy platform users, cutting repeat support tickets
  • Developed working knowledge of SQL and database fundamentals to dig deeper into data-related issues alongside engineering
  • Built internal knowledge base documentation used across Support and Implementation teams
ZendeskSQLEnterprise SaaSKB Docs
Dec 2022 – Sept 2023 · Contract, Maternity Cover
Customer Solutions Specialist
Zencity · GovTech SaaS
  • Supported city and county government clients on an analytics platform. A very different support audience that required precision communication
  • Trained municipal clients to interpret platform data and apply it to community engagement decisions
  • Built integrations between third-party CRMs and municipal systems to improve client workflows
GovTechAnalyticsIntegrationsCRM
Feb 2022 – Oct 2022
Customer Support Specialist
RevenueWell · Healthcare SaaS
  • Resolved high-volume tickets and calls for dental SaaS products in a privacy-sensitive environment
  • Troubleshot software issues at the server level, including uninstall/reinstall procedures and backend configuration
  • Collaborated directly with Engineering to reproduce bugs and deliver technical notes that accelerated long-term fixes
Healthcare SaaSIntercomServer-Level Troubleshooting
◈ Earlier SaaS & Tech ◈
2019 – Present
Customer Success & Virtual Assistant
Freelance · Multiple Clients
Built and ran support operations for small businesses that didn't have one yet. Inbox management, process documentation, WordPress maintenance, content creation, digital workflows. Created structure where there wasn't any, which is a skill that doesn't show up on enough resumes.
WordPressCanvaProcess DesignOperations
2018 – 2019
Sales Support Manager
SPARE · Fintech SaaS
Streamlined internal communication workflows for sales teams, configured and deployed Twilio for real-time internal comms, and built out documentation that improved team efficiency. Early exposure to fintech operations and real-time communication systems.
FintechTwilioInternal Ops
2015 – 2017
Tier 2 Technical Support Advisor
Apple · Remote
  • Resolved complex hardware, software, and network issues escalated beyond Tier 1. This is where I learned what serious technical troubleshooting looks like at scale
  • Collaborated with engineering on advanced escalations and mentored Tier 1 agents on best practices
  • Developed deep product expertise across hardware, software, services, and third-party integrations
Tier 2 SupportHardwareSoftwareMentoring
2014 – 2015
Claims Support Specialist
Allstate Insurance · Call Center, Onsite
Supported customers through the insurance claims process: explaining procedures, coordinating with repair facilities, adjusters, and policyholders, managing documentation and timelines. High-volume, detail-dependent, no margin for error.
InsuranceClaimsDocumentationHigh Volume
◈ The Foundation ◈
2008 – 2014
911 Emergency Dispatcher
COY · Hometown, Arizona
Six years of triaging real emergencies. No vague tickets, no ambiguous priorities. Every call was assessed, acted on, and documented with precision under pressure. Trained new dispatchers. Coordinated across EMS, Fire, and Police in real time. This is where I learned that calm, accurate, fast communication is not a soft skill. It is the skill.
Emergency TriageCAD SystemsCrisis CommunicationTraining
2007 – 2008
Criminal Paralegal
Rasmussen and Kang · Las Vegas
Where everything started. Legal research, case file management, document preparation, client communication during criminal defense proceedings. The stakes were real and the documentation had to be flawless. This is where I learned that a well-kept record is everything.
Legal ResearchCase DocumentationHigh Stakes
2005 – 2007
Earlier Roles
DMS Roofing · Corona Optique · Wells Fargo · Mervyns · Staples
Project coordination and inventory at DMS Roofing. Claims and inventory support at Corona Optique. Financial transactions at Wells Fargo. Retail at Mervyns and Staples. Every single one of these taught me something about systems, people, and what breaks when you stop paying attention.
OperationsClaimsFinanceRetail

The Arsenal

Tools I Wield.
Not Just Know.

There's a difference between listing tools on a resume and actually knowing what they can do when you push them. These are the platforms I've lived in, and the languages and systems I'm actively building with now.

Support Platforms
  • Zendesk
  • Intercom
  • Freshdesk
  • CAD Systems
Bug & Project Tracking
  • Jira
  • Linear
  • Notion
  • Trello / Asana
E-Commerce & Logistics
  • Shopify
  • Stord
  • Loop
  • Stripe / Klaviyo
Dev Stack (Building)
  • JavaScript
  • Python
  • Node.js / Next.js
  • MongoDB / SQL
  • REST APIs
  • Git / GitHub
AI & Automation
  • Claude / ChatGPT
  • Zendesk AI
  • Make (Integromat)
  • ManyChat
  • Twilio
Core Strengths
  • Bug Reproduction
  • KB Documentation
  • 0→1 Support Builds
  • Process Architecture
  • Cross-Functional Collab
  • Escalation Design

The Summons

Let's Build
Something.

I'm looking for support engineering, technical support, or early-stage roles where finding what's broken and building something better is the actual job. If that sounds like your team, I want to talk.

✦ Email Me ✦ LinkedIn ✦ Download Resume

Open to full-time and support engineering roles