Anthony Duong
Technical Support Engineer @MX
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WORK HISTORY
Technical Support Engineer @MX
US
Managed a backlog of 23 open/on-hold tickets while regularly taking 12+ new tickets daily, prioritizing issues based on urgency and impact- Created and revised internal documentation and case notes templates to improve consistency and knowledge sharing across the team- Regularly exceeded KPIs, including tickets taken (250+/week), ticket age (kept well below 15-day target), ticket updates (daily updates on active cases), SLA adherence (maintained above 95%)- Diagnosed complex problems through log analysis, API debugging, and dev tools, helping engineering resolve bugs and improve product stability- Took on complex or long-standing technical cases and escalated appropriately when out of scope- Created Jira tickets to escalate advanced product issues and tracked resolution with engineering- Suggested improvements to support processes and triaging methods in team Slack and retrospectives- Thrived in a collaborative remote environment using Slack and Zoom for daily standups, troubleshooting sessions, and social team time- Proactively sought feedback and participated in ongoing training to build product knowledge and confidence
EDUCATION
Thinkful
Certificate, Software Engineering
California State University, Bakersfield
Bachelor of Arts - BA, Fine and Studio Arts
ABOUT ANTHONY DUONG
Greetings! I\'m Anthony Duong, a dedicated Support Engineer with 5 years of experience in B2B SaaS startups. I specialize in remote support via chat, email, and phone, utilizing tools like Zendesk and Slack. I excel in both independent and collaborative environments, bringing strong communication skills that allow me to explain technical topics in a clear, patient, and friendly manner. My meticulous attention to detail, effective multitasking, and resourcefulness ensure quick and efficient issue resolution, even when faced with ambiguity and new challenges. I thrive on enabling others to succeed, demonstrating excellent problem-solving and analytical skills.In addition to my support experience, I have expanded my skill set through freelance AI training roles, where I worked with Stellar AI and Outlier AI. My AI experience includes prompt engineering, data annotation, and multi-turn AI testing in simulated environments, where I helped refine machine learning models by providing feedback and ensuring they followed ethical guidelines. I contributed to Reinforcement Learning from Human Feedback (RLHF), improving model accuracy, reducing bias, and enhancing user experience through real-world scenario simulations for next-generation large language models (LLMs).Dedicated to developing my technical expertise, I have a keen interest and aptitude for learning new technologies. My goal is to help users solve technical challenges and make impactful product decisions, providing top-notch support and exceptional service while continuously honing my technical skills.Skills:Front-end: JavaScript, HTML, CSS, JavaScript, React, Bootstrap, Next.js, Tailwind CSS, Material-UI, Chakra-UIBack-end: Node, Express, PostgreSQL, Firebase, Ruby on Rails, PythonConcepts & Tools: Git, GitHub, Unit Testing, RESTful API, Linux, Chrome Developer Tools, PostmanOther: Salesforce, Documentation, JIRA, Slack, Zendesk, Confluence
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