Phillip Nguyen
Technical Support Engineer Iv @Samsara
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WORK HISTORY
Technical Support Engineer Iv @Samsara
San Francisco, CA, US
Serve as the primary point of escalation for high-priority, time-sensitive tickets, managing the end-to-end lifecycle of incidents from initial identification to resolution and closure, ensuring timely and effective solutions that meet SLAs and exceed customer expectations.• Partner with Engineering, Product, and Customer Success teams to triage complex SaaS issues, ensuring rapid resolution and exceptional customer experience for enterprise clients, facilitating seamless communication and problem-solving to drive customer satisfaction and business continuity.• Serve as SME for serviceability and reliability readiness reviews for new feature launches, ensuring monitoring, alerting, and fallback processes met operational standards before rollout. Developing comprehensive step-by-step procedures and best practices to streamline troubleshooting processes• Lead training sessions for L1 and L2 Technical Support teams, promoting continuous knowledge transfer, enhancing team expertise, and improving overall team performance.• Utilize Databricks, GraphQL, and Datadog to conduct ad-hoc data analytics on product quality and customer outcomes, analyzing historical and real-time AWS streaming data to uncover trends, enhance system performance, and drive strategic, data-informed decisions.• Provide after-hours escalation support for global outages, ensuring rapid communication and minimal customer impact
EDUCATION
San José State University
Bachelor of Science - BS, Industrial Technology
San José State University
Minor, Business Management
SKILLS
ABOUT PHILLIP NGUYEN
Senior Technical Support Engineer with 10+ years of experience supporting enterprise SaaS and cloud platforms. I excel at resolving complex issues, optimizing system performance, and driving customer success through data-informed, AI-driven solutions. Known for bridging technical depth with clear communication, I deliver scalable, human-centered support that enhances reliability, efficiency, and user experience.
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