Desaray M.
Associate Technical Support Engineer (Tier 2 Escalation) | Remote/Global Support | Admin & Reporting Specialist | SaaS & Payment Platforms | PagerDuty, SSO, APIs, Zendesk, Salesforce, Jira
- Role
- Associate Technical Support Engineer (Tier 2 Escalation) at Box
- Location
- Chicago, IL, US
- LinkedIn followers
- 500 followers
About Desaray M.
Tier 2 Technical Support & Escalation Specialist with expertise in Admin reporting, SaaS…
Experience
Associate Technical Support Engineer (Tier 2 Escalation)
Jun 2025 — Present · Chicago, IL, US
Provide Tier 2 escalation support, specializing in Admin experience and reporting- Participate in rotational on-call support via PagerDuty- Troubleshoot complex platform issues using SSO (PingFederate) and APIs- Use Zendesk, Salesforce, Jira, GCL, and BigQuery to manage tickets, analyze data, and streamline workflows- Collaborate with engineering and product teams to enhance platform performance- Deliver a customer-first experience while improving processes and contributing to Box’s knowledge base.
Education
City Colleges of Chicago-Harold Washington College
Certification, Hospitality Management
2008 — 2008
King College Prep
Hs Diploma, Computer Info Tech
2002 — 2006
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