Eric Berner's Location
Dover, New Hampshire, United States, United States
Eric Berner's Contact Details
Eric Berner work email
- Valid
- Valid
- Valid
Eric Berner personal email
n/a
Eric Berner phone numbers
About Eric Berner
Adaptable professional fixer of SaaS software products. I exist at the intersection of Technical Troubleshooting and Customer Success.
Eric Berner Work Experience Details
-
Senior Support EngineerVideahealth Oct 2024 - PresentBoston, Massachusetts, Us -
Implementation And Support EngineerVideahealth Jan 2023 - Oct 2024Boston, Massachusetts, Us• Deliver consistent, swift, and complete technical service to over 3,000 installations• Perform installations and provide technical support including installation and configuration validation, demos, and training to customers• Maintain technical familiarity with all Videa products to introduce solutions and provide technical expertise• Recommend changes in procedures, design, equipment, or suppliers based on analysis of information received through contact with customers and sales team• Create product monitoring reports and dashboards in Grafana using Postgresql• Designed and Implemented Hubspot Ticketing Queue for Support and For Implementation, complete with workflow automations and reporting• Migrated installation Powershell scripts and review process into GitHub• Designed custom bug tracking board in Jira used by Implementation, Support, Product, and Engineering teams• Trained customer IT team of 30+ Support Reps on Tier 1 support of VideaHealth Product• Report directly to customer leadership teams, including leading weekly status call
-
Developer Success EngineerWorkos Mar 2022 - Nov 2022San Francisco, California, Us• Primary technical contact for support and integration questions for B2B Enterprise API products• Supported integrations for SSO (SAML, OIDC, OAuth), DSync (SCIM and HRIS), MFA, and Audit Logs • Provided rapid responses via Slack / Zendesk requiring expert knowledge of product and codebase• Reviewed application logs using Datadog and Bugsnag to resolve issues• Conducted product demos to developers and assisted with implementations • Proactively engaged customers for feedback to guide product development• Improved and maintained documentation and blog articles on Webflow• Maintained and updated SDKs and example applications hosted on Github• Worked cross-functionally in fast-paced development environment -
Application Support EngineerHealthedge Oct 2020 - Mar 2022Burlington, Ma, Us• Provided priority-based technical support on highly complex SaaS configuration for multiple customers across multiple hosting environments: internally-hosted, customer-hosted, hybrid• Promoted to specialized team providing extra support to Aetna/CVS Health• Assisted customers through Salesforce ticketing system and Zoom working sessions• Primary technical contact for customers through complete product fix and delivery lifecycle• Reproduced and submitted defects to Product Engineering team through Jira, working directly with Developers and Product Managers• Created test scenarios in general purpose environments, executed QA automated tests, reviewed log files and error reports, captured and read trace files, assisted with performance issue troubleshooting• Leveraged Oracle SQL queries to identify defects and address data issuesIdentified and reported documentation gaps and created support articles for customer success blog• Properly handled PHI and PII while testing issues in Production environments• Maintained strong product knowledge from internal and customer perspective• Troubleshot issues involving 3rd party product integrations and medical claims specific terminology/coding (ex: EDI) -
Senior Software Support EngineerEngageware Sep 2019 - Oct 2020Tewksbury, Ma, Us• Provided priority-based technical support to hundreds of customers on 3 deployments of SAAS product (Standalone Enterprise, Salesforce AppExchange Package, Small Business)• Team lead for SQL Server data model issue identification, ad-hoc scripting, SQL-based Jasper reports• Wrote SQL scripts to retrieve report data and resolve data model conflicts• Identified system issues using GrayLog/New Relic and report defects to IT Operations and Development• Supported custom TimeTrade integrations with Microsoft Exchange, Google, Salesforce, Zoom• Troubleshot Enterprise SSO/SAML integrations • Configured Enterprise licenses for customers based on unique business requirements• Maintained documentation and release notes on customer knowledge base• Member of 24/7 on-call rotation to meet customer support SLAs -
Software Support EngineerEngageware Jul 2017 - Oct 2020Tewksbury, Ma, Us
-
Database Development InternDocusign Jan 2017 - Apr 2017San Francisco, Ca, Us• Designed, coded, and populated database for managing software components using Microsoft SQL • Worked with upper-level management to research requirements and deliver a client-focused solution• Developed stored procedures and complex views for internal and external reporting needs• Connected to JavaScript and NodeJS front end interface using original stored procedures -
Sales SpecialistApple Aug 2015 - Oct 2016Cupertino, California, Us• Assessed customer needs and provided complete and personalized product solutions• Combined customer focus and deep product knowledge to deliver exceptional customer experience • Worked directly with Apple business customers to assess unique business technology needs -
Product Development InternIdex Corporation Jun 2014 - Sep 2014Northbrook, Illinois, Us -
Engineering InternCane Engineering Jun 2013 - Sep 2013
-
Engineering InternCane Engineering Jun 2012 - Sep 2012
Eric Berner Skills
Microsoft Office
Leadership
Public Speaking
Microsoft Sql Server
Powerpoint
Teamwork
Sql
Stored Procedures
Database Development
Microsoft Excel
Customer Service
Business Rules
Database Design
Databases
Research
Java
Microsoft Word
Social Media
Event Planning
Time Management
Management
Team Leadership
Basic Html
Css
Javascript
Wireframing
Communication
User Experience
Eric Berner Education Details
-
University Of WashingtonInformation Science (Informatics) -
University Of Washington Information SchoolInformatics
Frequently Asked Questions about Eric Berner
What company does Eric Berner work for?
Eric Berner works for Videahealth
What is Eric Berner's role at the current company?
Eric Berner's current role is Senior Support Engineer at VideaHealth.
What is Eric Berner's email address?
Eric Berner's email address is eb****@****dge.com
What is Eric Berner's direct phone number?
Eric Berner's direct phone number is +136092*****
What schools did Eric Berner attend?
Eric Berner attended University Of Washington, University Of Washington Information School.
What skills is Eric Berner known for?
Eric Berner has skills like Microsoft Office, Leadership, Public Speaking, Microsoft Sql Server, Powerpoint, Teamwork, Sql, Stored Procedures, Database Development, Microsoft Excel, Customer Service, Business Rules.
Free Chrome Extension
Find emails, phones & company data instantly
Find verified emails from LinkedIn profiles
Get direct phone numbers & mobile contacts
Access company data & employee information
Works directly on LinkedIn - no copy/paste needed
Aero Online
Your AI prospecting assistant
Select data to include:
Total price:
$0.00
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial