SaaS Technical Support Engineer in the Philippines

About

Turning technical chaos
into clear solutions

I specialize in solving complex technical problems across SaaS and e-commerce platforms, with a focus on reliability, scalability, and clear communication. My work sits at the intersection of technical support, platform troubleshooting, and front-end systems within fast-moving product environments.

I bring a calm, structured approach to ambiguous issues and communicate technical details in ways that help teams move faster and users feel supported. From diagnosing integrations and storefront behavior to managing high-impact escalations, I deliver solutions that are durable, well-documented, and aligned with product goals.

🔍

Deep Troubleshooting

Root-cause analysis across API integrations, storefront behavior, widget configurations, and cross-platform compatibility issues.

⚡

Fast Resolution

Structured diagnostic workflows that reduce resolution time and prevent recurring issues through thorough documentation.

🎨

Front-End Expertise

Custom HTML, CSS, and JavaScript implementations for SaaS widgets and e-commerce storefronts across major CMS platforms.

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Cross-Team Bridge

Technical liaison between customers, support teams, and engineering, translating complex issues into actionable tickets.

Experience

Career Timeline

Download Resume

A track record of solving hard problems and building support systems that scale.

Dec 2025
- Current

● Now

Dec 2025 - Current

Technical Support Engineer

Freelance

FreelanceRemote

Diagnose, troubleshoot, and resolve complex technical issues across a suite of SaaS applications while providing expert guidance on setup, configuration, optimization, and conversion-focused features. Collaborate closely with engineering and product teams, apply advanced HTML/CSS customizations, and serve as the technical liaison translating customer needs into effective solutions.

Jun 2025
- Dec 2025

Jun 2025 - Dec 2025

UGC Customizations Developer

Yotpo

Full-timeHybrid

Developed custom HTML, CSS, and JavaScript solutions for UGC widget implementations across Shopify, WordPress, and BigCommerce. Collaborated directly with enterprise clients to deliver pixel-perfect, responsive customizations while maintaining platform compatibility and performance standards.

Mar 2025
- May 2025

Mar 2025 - May 2025

Subject Matter Expert

Yotpo

Full-timeHybrid

Handled escalated technical support cases, mentored support team members, and created internal documentation to improve response quality. Served as the technical bridge between customers, support, and engineering teams for complex platform issues.

Mar 2024
- Mar 2025

Mar 2024 - Mar 2025

Technical Support Engineer

Yotpo

Full-timeHybrid

Provided frontline technical support through Salesforce ticketing and live chat. Diagnosed integration issues, troubleshot API connections, and guided customers through platform setup and configuration across multiple e-commerce ecosystems.

Aug 2022
- Mar 2024

Aug 2022 - Mar 2024

IT Support Intern & System Administration

CITE Technical Institute

Internship → Full-timeOn-site

Managed Windows OS environments, performed hardware troubleshooting, maintained network infrastructure, and provided end-user technical support. Built foundational skills in systematic problem-solving and clear technical communication.

Skills & Tools

Tech Stack

Tools and platforms I use to diagnose, fix, and build.

Development

Front-end implementation, diagnostics, and browser-level debugging.

HTMLCSSJavaScript Responsive DesignFront-End Debugging API TroubleshootingBrowser DevTools

Platforms

Commerce and SaaS surfaces where issues are reproduced and resolved.

Yotpo UGC Platform

Infrastructure

Systems, network, hardware, and maintenance fundamentals.

Windows OSBasic Networking Hardware TroubleshootingSystem Administration Software MaintenanceIT Inventory

Support & Workflow

Ticket handling, escalation hygiene, and durable documentation loops.

SavioLive Chat Support Technical DocumentationKnowledge Base Creation Escalation Handling

Technical Case Studies & Development Projects

Support work with technical depth

Original evidence showing how I investigate product constraints, implement front-end and full-stack solutions, test behavior, and organize support knowledge for technical teams.

View more case studies

Shopify product page showing variant-aware preorder pricing, savings, and campaign information widgets

Read case study

Essential Preorder appShopifyFront-end developmentTheme integration

Featured case study

Preorder Campaign Widgets

Read case study

Built as a new feature for the existing Essential Preorder app, these responsive storefront widgets make preorder savings, pricing, and fulfillment details clear at the moment customers decide to buy.

01

Variant-awareWidgets appear only when the selected product variant is available for preorder, keeping every message accurate and relevant.

02

Campaign-poweredPrices, discounts, and scheduled end dates come directly from the active campaign, with no hardcoded values required.

03

Theme-readyDesigned responsively for Dawn and Horizon, the widgets are fully adaptable and can also work with other Shopify themes when their product templates are not heavily customized. Placement is managed through Shopify’s Online Store editor.

Merchants can request a preorder discount widget, an improved preorder description widget, or both. Future support is planned for campaign-level custom HTML, CSS, JavaScript, and Liquid.

Live demo Open restricted demo store Public demo password: test

How I Work

A support approach built for clear handoffs

I move from customer context to reproducible evidence, then communicate the next step so customers, support teams, and engineers can act with confidence.

01

Reproduce the issue

Confirm the reported behavior and identify the exact customer journey, product surface, or storefront state involved.

02

Gather the right context

Collect browser, account, theme, app, API, configuration, and environment details that can change the outcome.

03

Isolate the root cause

Compare working and failing states, test integrations and front-end behavior, and narrow the issue to a specific layer.

04

Resolve or provide a workaround

Explain the practical next step in plain language, including any limitations or follow-up checks the customer should expect.

05

Escalate with evidence

When engineering input is needed, provide reproducible steps, observed results, expected behavior, and relevant technical context.

06

Document recurring solutions

Turn repeatable findings into support notes, troubleshooting guides, reply templates, or knowledge-base material.

What I Do

Core Services

From first-line triage to enterprise escalations, with end-to-end technical support.

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Technical & Customer Support

Expert-level support through ticketing systems, live chat, and escalation handling. I triage complex issues, communicate clearly, and ensure timely resolution across multiple channels.

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Technical Solutions

Deep troubleshooting of platform configurations, API integrations, and cross-platform compatibility. I diagnose root causes, implement fixes, and document solutions for team knowledge bases.

🎨

Front-End Customization

Custom HTML, CSS, and JavaScript for SaaS widgets, e-commerce themes, and UGC displays. Clean code, responsive design, and pixel-perfect implementation.

🛒

SaaS & E-commerce Support

Hands-on experience with Shopify, WordPress, BigCommerce, and UGC platforms. I bridge technical gaps between merchant needs and platform capabilities.

Why Work With Me