Open To Work
Rachel Dicesare
Austin
Summary
Technical Support Specialist with expertise in SaaS troubleshooting and digital arts. Skilled in resolving complex technical issues and engaging users through clear communication and data-driven insights. Collaborated with engineering and product teams to enhance platform reliability and develop comprehensive documentation, fostering community engagement and support.
Overview
6
6
years of professional experience
Work History
Enterprise Support Associate
Expedia Group
Austin
02.2023 - Current
- Resolved over 900 complex partner cases monthly, achieving 91% adherence to performance standards.
- Analyzed case data trends to optimize support workflows, reducing handle time and improving resolution quality.
- Identified recurring product friction points, collaborating with product and engineering teams to implement systemic improvements.
- Delivered structured written communication to non-technical users, translating backend issues into actionable steps.
- Mentored global vendor teams in training sessions, enhancing internal documentation for better first-touch resolution.
Associate Support Engineer
Recharge Payments
Remote
08.2021 - 12.2022
- Provided specialized technical support to 100+ merchants for subscription workflows, API integrations, and checkout migrations, enhancing merchant satisfaction.
- Investigated and resolved complex multi-platform issues involving Shopify, BigCommerce, and custom storefronts.
- Collaborated with product and engineering teams to test feature releases, document workflows, and report customer feedback.
- Minimized escalations by implementing structured problem diagnosis and proactive communication strategies, fostering improved customer relations.
- Created technical documentation and onboarding guides to facilitate scalable education initiatives and streamline training processes.
UI Engineering Instructor
Kenzie Academy
Remote
08.2020 - 10.2020
- Delivered live instruction in HTML, CSS, and JavaScript within an accelerated bootcamp environment
- Designed engaging workshops and learning materials that facilitated applied understanding of UI engineering principles
- Simplified complex development concepts into accessible explanations, enhancing comprehension for diverse learners
- Provided targeted written and live feedback, boosting technical fluency and confidence among students
Education
Full Stack Web Development Program Certificate -
Lambda School
01.2019
Digital Arts Certificate Program -
Sessions College
Tempe, AZSkills
SaaS support and troubleshooting
Technical troubleshooting
API management
- Bug documentation
- Workflow optimization
- Knowledge base development
- Public-facing support
- User education
- Incident communication
- Cross-functional collaboration
- Trend analysis
- Feedback analysis
- Visual communication
- Technical writing
- Community engagement
Websites
Accomplishments
- Resolved over 900 cases monthly with 91% adherence to performance metrics.
- Reduced case handling time by streamlining email templates and recognizing trends.
- Improved platform reliability by identifying recurring bugs and usability issues.
- Assisted over 100 merchants with successful onboarding and subscription management.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$70000/yr - $200000/yrTimeline
Enterprise Support Associate
Expedia Group
02.2023 - Current
Associate Support Engineer
Recharge Payments
08.2021 - 12.2022
UI Engineering Instructor
Kenzie Academy
08.2020 - 10.2020
Full Stack Web Development Program Certificate -
Lambda School
Digital Arts Certificate Program -
Sessions College