Alexander Taylor
Bentonville,AR
Summary
Technical Support Engineer with 5+ years of experience supporting enterprise SaaS platforms in cloud environments. Experienced in troubleshooting complex application, database, API, and infrastructure issues across AWS and Google Cloud Platform (GCP). Skilled in SQL, Python, PostgreSQL, MySQL, Snowflake, Kubernetes, cloud migrations, release validation, and production incident investigation. Proven ability to collaborate with Engineering, Product, and Cloud Operations teams to support platform reliability, validate releases, troubleshoot production issues, and successfully execute cloud migration initiatives.
Overview
12
12
years of professional experience
Work History
Technical Support Engineer
Form
Bentonville, AR
04.2021 - 04.2026
- Supported production SaaS applications hosted in AWS environments, investigating application, infrastructure, API, and database issues across web and mobile platforms.
- Analyzed application logs, reproduced defects, and partnered with Engineering teams to identify root causes and validate fixes prior to production release..
- Supported cloud-hosted environments and services on AWS, assisting with troubleshooting, monitoring, and operational support activities.
- Worked with MySQL, PostgreSQL, and Snowflake databases to analyze data, investigate customer-reported issues, and support platform operations.
- Supported the organization's migration from AWS to Google Cloud Platform (GCP), assisting with validation, troubleshooting, operational readiness, and issue resolution throughout the transition.
- Utilized SQL and data analysis techniques to troubleshoot production issues and validate system behavior.
- Tested and validated major software releases, including stress testing and pre-production verification to identify issues before deployment.
- Collaborated closely with Customer Success teams to address customer escalations and deliver timely resolutions.
- Managed support cases and defect tracking through Jira, Zendesk, and Salesforce while maintaining clear communication with internal stakeholders and customers.
- Leveraged tools including Postman, DataGrip, Python, and SQL to investigate API behavior, validate integrations, and automate troubleshooting tasks where appropriate.
- Participated in incident response and service restoration efforts using Jeli and PagerDuty, collaborating with Engineering and Cloud Operations teams to investigate root causes and minimize customer impact.
Computer Technician
The Recon Group
Rogers, Arkansas
02.2020 - 03.2021
- Built and repaired all brands of computers according to schedule.
- Supported employees with advanced troubleshooting on helpdesk tickets.
- Configured new employee work stations, including all hardware, software and peripheral devices.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Reviewed current hardware and software configurations and recommended modifications to increase system speed.
- Observed system functioning and entered commands to test different areas of operations.
- Assisted with installation of servers, completing entire project a week ahead of schedule.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
Shift Manager
Starbucks Corp
Fayetteville, AR
10.2014 - 01.2020
- Mentored and supported new employees to maximize team performance.
- Upheld company standards and compliance requirements for operations and cleanliness of all areas.
- Documented receipts, employee hours and inventory movements.
- Tracked down sources of special products and services to meet customers' special needs.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Built and maintained effective relationships with peers and upper management.
- Answered customers' questions and addressed problems and complaints in person and via phone.
- Served as liaison between customers, store personnel and various levels of management.
Education
Some college - Buisness Management
NorthWest Arkansas Community College
High School Diploma -
Bentonville High School
2014
Skills
Cloud & Infrastructure
- AWS
- Google Cloud Platform (GCP)
- Kubernetes
- Docker
- Terraform
- Cloud Migrations
Databases & Data
- PostgreSQL
- MySQL
- Snowflake
- OpenSearch
- SQL
- Database Migrations
- Data Validation
- Data Integrity Verification
Operations and Reliability
- Incident Management
- Incident Response
- Root Cause Analysis
- Production Support
- Release Validation
- System Monitoring
- Monitoring & Alerting
- Operational Readiness
Tools
- Jira
- Asana
- Zendesk
- Salesforce
- Postman
- DataGrip
- Jeli
- PagerDuty
- Sidekiq
- Confluence
Timeline
Technical Support Engineer
Form
04.2021 - 04.2026
Computer Technician
The Recon Group
02.2020 - 03.2021
Shift Manager
Starbucks Corp
10.2014 - 01.2020
Some college - Buisness Management
NorthWest Arkansas Community College
High School Diploma -
Bentonville High School