Thomas Malach
Long Island City,NY
Summary
Customer Support Leader with 10+ years of experience helping teams solve technical problems with empathy, clarity, and calm. Experienced in managing remote support teams, scaling operations, and building resources that make life easier for both users and staff. I've created documentation, training flows, and self-service tools that boosted retention and lightened ticket volume. From launching new initiatives to troubleshooting urgent issues, I bring calm, clarity, and commitment to every interaction. Now seeking to bring that same energy to a team that values ownership, communication, and continuous improvement.
Overview
11
11
years of professional experience
Work History
Technical Support Manager
FlashRouters
07.2015 - 11.2024
- Promoted to lead the support team; trained and mentored over five new hires from no experience to full competency.
- Designed and launched the FlashRouters Support Center, enabling 24/7 self-service and efficient internal support.
- Developed workflows and tools that supported over 91,000 customer orders with a lean support staff.
- Played a key role in launching and managing a support subscription service now used by 12,000+ active customers.
- Coordinated regular interdepartmental meetings to ensure technical accuracy and consistent customer communication.
- Helped expand product lines by mastering new router platforms and developing scalable support models.
- Authored onboarding guides and step-by-step documentation to improve first-time user experience and reduce churn.
- Maintained outstanding customer satisfaction, reflected in top-tier Trustpilot reviews.
Technical Support Specialist
FlashRouters
12.2014 - 06.2015
- Transitioned to customer-facing technical support, providing remote troubleshooting for home network setups.
- Self-taught in advanced VPN setup protocols (OpenVPN, WireGuard) and remote support tools like TeamViewer and Zendesk.
- Assisted customers via email, live chat, and remote desktop to resolve connectivity and configuration issues.
- Contributed to internal documentation and customer FAQs to streamline support operations.
Firmware Uprade Technician
FlashRouters
02.2014 - 11.2014
- Hired to manually flash DD-WRT and Tomato firmware onto routers from brands like Asus,
Netgear, and Linksys. - Gained foundational knowledge in networking concepts, including LAN, WAN, TCP/IP, and DNS.
- Ensured hardware/software compatibility and stability for end users through rigorous pre-ship router configuration.
- Supported the fulfillment process by prepping hundreds of devices with custom VPN
firmware.
Education
Literature -
Pace University
New York01.2012
Skills
- Customer Communication
- Conflict Resolution
- Remote Troubleshooting
- First Contact Resolution
- Zendesk
- TeamViewer
- Live Chat Support
- CRM Platforms
- Magento
- Knowledge Base Creation
- Workflow Documentation
- Technical Writing
- Team Training
- Multichannel Support
- SLA Management
- VPN Configuration
- Router OS
Timeline
Technical Support Manager
FlashRouters
07.2015 - 11.2024
Technical Support Specialist
FlashRouters
12.2014 - 06.2015
Firmware Uprade Technician
FlashRouters
02.2014 - 11.2014
Literature -
Pace University
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