Professional Resume Template for
Support Engineer
Julian P. Mercer
Denver, CO
(303) 555-0142
julian.mercer@proton.mail
linkedin.com/in/julian-mercer | github.com/julianmercer | julianmercer.dev
Professional Summary
Solutions-focused Support Engineer with 5 years of technical support history resolving complex technical issues and optimizing system performance for high-growth SaaS platforms. Expertise includes cloud infrastructure troubleshooting, API integration debugging, and network security administration. Successfully reduced customer ticket resolution times by 32% while maintaining a 96% Customer Satisfaction (CSAT) score across 1,500 monthly cases. Proficient with AWS, Kubernetes, SQL, Docker, Jira Service Management, and Zendesk.
Work Experience
Support Engineer — CloudStream Tech
Denver, CO | November 2023 – Present
- Investigated and resolved 140+ escalated Tier 3 support tickets monthly related to REST API integration failures, utilizing Postman and SQL query analysis to pinpoint database mismatches.
- Diagnosed Kubernetes pod deployment crashes and AWS IAM policy errors for enterprise clients, reducing average escalation time to engineering teams by 28% through custom Logstash scripts.
- Authored 35 internal debugging runbooks and technical articles in Confluence, which decreased onboarding duration for 6 new support hires from 4 weeks down to 2.5 weeks.
- Streamlined high-priority customer alerts by configuring pager duties and custom Slack webhooks, improving SLA response compliance for critical issues from 89% to 98%.
Associate Support Engineer — Apex Logic Group
Boulder, CO | July 2021 – October 2023
- Maintained and troubleshot local and cloud network configurations using Cisco routers and Wireshark, resolving network latency issues for 40+ corporate clients.
- Identified software bugs in client-facing JavaScript and Python applications, cataloging 80+ validated issues in Jira with complete replication steps to expedite patching.
- Conducted weekly audits of support queue backlogs using Zendesk metrics, which allowed the team to reduce average ticket wait times by 15 minutes during peak hours.
- Collaborated with the database administration team to optimize slow SQL query response times, reducing customer dashboard loading lag by 31% for 5,000 active platform users.
Education
Bachelor of Science in Computer Information Systems
Denver Metro University · Denver, CO · 2021
Skills
Technical troubleshooting, Linux systems administration, Cloud infrastructure (AWS), Containerization (Docker, Kubernetes), Database query optimization (SQL), API testing (Postman), Log analysis (ELK Stack), Networking protocols (TCP/IP, DNS, VPN), Scripting (Bash, Python), ITSM frameworks (ITIL), Jira Service Management, Zendesk, Customer support operations
Projects
Self-Service Knowledge Base Migration
Role: Technical Support Lead
Tools: Zendesk Guide, HTML/CSS, JavaScript, Google Analytics
Migrated 250+ legacy help articles to a new responsive portal, reducing incoming tier-1 support ticket volume by 24% over 6 months.
Automated Alerting and Monitoring Pipeline
Role: Support Engineer
Tools: AWS CloudWatch, Python, Slack API, Terraform
Built a custom monitoring script that alerts the support team of API latency spikes, resolving 92% of outages before clients reported them.
Certifications
- AWS Certified SysOps Administrator – Associate (2024)
- ITIL 4 Foundation (2023)
- CompTIA Security+ (2022)
- CompTIA Network+ (2022)
- CompTIA A+ (2021)
Additional information
- Languages: English (Native), French (Conversational)
- Volunteer Work: Technical support volunteer for Denver Community Computer Lab (2022 – Present)
- Availability: 2 weeks notice
Job Market Insights
Market data and opportunities for
Support Engineer
Job Market Insights
$75,000
-
$115,000
Avg:
$92,000
Growth Outlook:
The demand for Support Engineers in the United States remains steady, driven by the expanding software-as-a-service (SaaS) and cloud sectors. While entry-level help desk roles face pressure from automated tools, highly technical support engineers troubleshooting cloud infrastructure and APIs are in high demand. Overall, employment is projected to see steady replacement openings with advanced roles growing by 6% from 2024 to 2034. Professionals specializing in cloud platforms and security will see the strongest career opportunities.
6% growth over 10 years (2024–2034)
Key Skills Required
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