Technical Support Engineer
*Provided customer support for Mount Sinai’s SaaS patient care platform and resolved 600+ support Jira requests over the course of 3 years with a 95% satisfaction rate and SLA completion rate*Analyzed and resolved technical issues using Go/ReactJS, deciphering logs through AWS CloudWatch, and handling configuration and customization requests to align with client needs.*Created and executed SQL queries to run reports for clients and product team to track user behavior and usage of the platform *Collaborated cross-functionally with product and engineering teams to investigate root causes of customer issues and recommend product enhancements.*Documented support processes and technical implementations to improve team understanding of the platform.*Consistently maintained high client retention and satisfaction rates by providing expert guidance and proactive support.