Technical Support Engineer

I turn messy product
problems into
clear next steps.

4+ years debugging complex SaaS issues at Axure — across browsers, APIs, and distributed systems. I work at the intersection of users, product behavior, and internal tooling. Now building deeper into support engineering, automation, and systems-facing work.

Get in touch → View projects Resume ↗

profile.json

Benjamin Hoang

TSE / Solutions-leaning Support

Location San Diego, CA

Core tools DevTools · Sentry · APIs · SQL · Python

Tickets / wk ~50 · ~90% CSAT

Status Open to opportunities

About

Support with a
product mindset.

My background is unusual on paper but coherent in practice. Over four years at Axure, I supported a global SaaS product by isolating prototype logic failures, browser conflicts, and edge-case workflows — using Chrome DevTools, Sentry, and structured reproduction testing to turn noise into clean escalations.

I've worked closely with Product, QA, Engineering, and CSM teams, translating between customer frustration and technical root cause. I wrote documentation that reduced repeat tickets, built tooling that cut triage time, and filed Jira tickets that Engineering could actually act on.

Now I'm pushing deeper — building Python and SQL fluency through real projects, studying APIs, log analysis, and data workflows. I want to be the person who finds the failure in the pipeline, not just the one who fields the complaint about it.

What I do best

Ambiguous issue, frustrated customer, no obvious path. That's where I operate best — isolating variables until the real failure point surfaces.

My edge

I can translate between customer language and engineering language without losing either side of the conversation.

Building toward

Support engineering, integrations, and technical ops — roles that sit closer to the system than the ticket queue.

Education

B.S. Public Health + B.S. Psychology · UC Irvine

Skills & Strengths

Not buzzwords. Patterns
that show up consistently.

What I bring to a technical support or solutions engineering environment.

⌦

Structured troubleshooting

Clarify scope → reproduce → isolate variables → inspect evidence → validate assumptions → document findings. Clean handoff every time.

⇄

Cross-functional translation

Comfortable moving between customer-facing language and engineering language. That makes me useful across Support, QA, Product, CSM, and Engineering.

◈

Support with product instincts

I don't just want to close the ticket. I want to know why the friction exists, whether it repeats, and whether the system should change.

Tools & technologies

Chrome DevTools Sentry REST APIs JSON HTTP methods Python (CLI) SQLite / SQL Shell scripting Jira GitHub Markdown docs Notion Log analysis API debugging Internal tooling Front (CRM)

Projects

Built things that
actually got used.

These reflect where I lean naturally: debugging, API workflows, tooling, and practical automation.

JS Internal Sentry Sidebar Tool

Built a lightweight JavaScript plugin at Axure that pulled Sentry event context directly into Front support tickets via authenticated API requests. Surfaced OS version, exception stack traces, RP build number, and user email without leaving the ticket — cutting triage time by 3–5 minutes per ticket. Adopted across the entire support team.

JavaScript Sentry API Front SDK REST / JSON

PY Agify API CLI + SQLite Pipeline

Command-line API client querying agify.io with retry logic, argument parsing, field normalization, CSV export, and a full SQLite persistence layer. Includes subcommands for DB initialization, querying latest entries, and filtering records from the past 7 days. Built to practice real data pipeline patterns, not just "Hello World" scripting.

Python SQLite argparse CSV / JSON

PY KOA Campground Price Scraper

CLI web scraper for KOA campground pricing using BeautifulSoup and regex. Supports custom location flags, tag-level extraction, price-only output, and file save to disk. Practical application of HTTP requests, HTML parsing, and command-line interfaces.

Python BeautifulSoup Regex argparse

DOCS Help Center Docs + Knowledge Base

Authored and maintained 20+ user guides in Markdown (via GitHub + VS Code) for Axure's global SaaS user base. Reduced repeat inquiries by turning complex edge-case workflows into clear, searchable documentation. Covered browser conflicts, prototype logic, and advanced feature walkthroughs.

Markdown GitHub Technical writing Process docs

Experience

The through-line: diagnose,
explain, guide, improve.

Different contexts, same instincts.

Apr 2021 – Apr 2025

Product Support Specialist

Axure Software Solutions · Remote · San Diego

Resolved ~50 tickets/week across email and live calls, sustaining ~90% CSAT while diagnosing complex prototype logic failures, browser conflicts, and cross-platform issues.
Used Chrome DevTools Network tab and Sentry to analyze HTTP methods, JSON payloads, status codes, and stack traces — reproducing and documenting issues for Engineering.
Built a JavaScript Sentry sidebar plugin adopted by the full support team, reducing triage time by 3–5 min/ticket.
Authored 20+ Markdown user guides in GitHub/VS Code; filed structured Jira tickets with clean repro steps and log excerpts Engineering could act on immediately.
Collaborated with Product, QA, and Engineering on pre-release testing, usability feedback, and bug prioritization.

Oct 2019 – Jun 2021

Private Family Assistant

Orca Bay Capital Corp · Seattle, WA

Complex scheduling, educational support, and logistics management across domestic and international settings. Sharpened adaptability, communication under pressure, and high-stakes problem solving.

2014 – Oct 2019

Behavioral Therapist

Various · Greater Seattle Area

Delivered ABA therapy in home, school, and clinical settings. Wrote detailed progress reports, collaborated with supervisors to update treatment plans. A lot of my communication clarity comes from this period — learning to explain complex things simply, and staying calm when someone is overwhelmed.

Now

Leveling up

Independent · San Diego

Deepening technical range in Python, SQL, APIs, log analysis, and cloud data tooling (Athena, Redshift, Snowflake). Building projects, studying system-level support patterns, and targeting roles that sit closer to the technical infrastructure than the ticket queue.

Right Now

What I'm focused on.

Live view of where my energy is going.

Active priorities

SQL fluency — writing queries without assistance, window functions, aggregations, date filters
AWS log analysis — Athena, Redshift, Snowflake fundamentals and use cases
Shell scripting — bash loops, grep/awk, curl API calls, log parsing automation
IoT/telematics context — device heartbeats, connectivity issues, firmware basics
Building a stronger portfolio of technical artifacts and data workflows

I do my best work when there's ambiguity, real user impact, and a messy system that needs to be understood.

Honest diagnosis. Practical momentum. Not pretending something is solved when it isn't. That's the working style — and it translates directly into better support engineering.

Contact

Let's talk
technical support.

I'm actively looking for Technical Support Engineer and Solutions Engineering roles in the San Diego area. If you're building teams that care about structured troubleshooting, good documentation, and cross-functional collaboration — I'd like to hear from you.

Send an email →

contact@hoangben.com

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linkedin.com/in/benjamin-m-hoang

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GitHub

github.com/benjaminmhoang

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