Rory Hoffman

Technical Support Engineer · Enterprise SaaS · API & Integration Specialist

801-647-9430 · Rorhoff@gmail.com · Eagle Mountain, Utah · LinkedIn

Professional summary

Senior Technical Support Engineer with 7+ years of experience resolving complex technical issues for enterprise SaaS customers via email, phone, and live support channels. Deeply skilled at understanding, reproducing, and resolving customer issues through log analysis, SQL investigation, REST API testing, and hands-on issue replication. Experienced escalating highly technical bugs to engineering with detailed reproduction steps and collaborating cross-functionally to drive resolution. Passionate about delivering an excellent customer experience, tracking recurring issues to influence product improvements, and continuously improving support processes. Brings a developer mindset with hands-on scripting experience in C#, VB.NET, and SQL, with a strong interest in growing further into software development.

Core skills

Technical support. Issue reproduction, root cause analysis, escalation management, log analysis, API debugging, SLA management.
Languages & scripting. SQL, C#, VB.NET, Python, HTML, CSS, XML, JSON.
API & integration. REST API troubleshooting, SOAP/XML, Postman, integration debugging.
Monitoring & logs. Splunk, error log analysis, event tracing, anomaly detection, API call monitoring.
Dev & collaboration tools. Jira, GitHub (basic), Confluence, Visual Studio, Postman, Slack, Intercom.
Platforms. Tungsten TotalAgility, Tungsten Capture, Tungsten RPA, OpenText, enterprise SaaS, workflow automation.
CRM & ticketing. HubSpot, NetSuite, Zendesk, Salesforce, FogBugz.
Documentation. Knowledge base authoring, internal process documentation, customer-facing FAQs and guides.

Key achievements

Top Knowledge Base article contributor, highest volume of customer-facing and internal documentation company-wide.
Reduced repeat escalations by identifying systemic configuration issues, improving the overall customer experience.
Recognized for rapid issue replication and cross-team coordination on mission-critical customer incidents.
Eagle Scout, Boy Scouts of America, demonstrating lifelong commitment to leadership, accountability, and seeing complex challenges through to completion.

Work experience

MetaSource Remote · Oct. 2018 – Mar. 2026

Senior Technical Services Engineer · Jan. 2022 – Mar. 2026

Served as primary technical point of contact for enterprise customers, resolving complex issues via email, phone, and live support channels.
Understood, reproduced, and resolved deeply technical customer issues involving APIs, workflow configurations, integrations, and application behavior.
Conducted hands-on log analysis, SQL investigation, and Postman API testing to diagnose root causes and identify solutions.
Escalated highly technical issues to engineering with detailed reproduction steps, environment context, and proposed solutions to drive faster resolution.
Tracked recurring customer issues and represented the customer voice in internal product and engineering discussions to influence prioritization.
Improved support processes and contributed to internal tooling and workflows to increase team efficiency and customer response quality.
Collaborated cross-functionally with Engineering, Professional Services, Sales, and Product teams to deliver complete resolutions.
Ensured every customer knew the status of their issue and expected resolution timelines, maintaining trust and transparency throughout.
Owned deployments, upgrades, and custom system configurations for enterprise client environments.

Technical Services Engineer · Oct. 2018 – Dec. 2021

Resolved technical issues for enterprise customers through log analysis, issue reproduction, and hands-on troubleshooting of complex application behavior.
Collaborated with Professional Services on software installations, SBL-to-VB.NET code conversions, and C# scripting projects.
Developed and executed test scripts in C#, VB.NET, SBL, and JavaScript to validate software builds and configurations.
Authored support documentation and internal knowledge base articles to improve team-wide issue resolution capability.
Analyzed error logs, identified root causes, and escalated confirmed product defects to engineering with detailed reproduction documentation.
Managed cases end-to-end through HubSpot, NetSuite, and FogBugz, ensuring full visibility and customer communication throughout.

Jet.com Draper, Utah · Sept. 2015 – Oct. 2018

Retail Partner Operations & Integration

Supported B2B partners as a primary point of contact for integration issues, onboarding questions, and technical troubleshooting.
Built and maintained SQL queries for fraud investigation, payment reconciliation, and SKU-level data analysis.
Monitored API calls and identified anomalies using Splunk dashboards and JSON log analysis.
Supported partners with platform integrations and communicated with B2B partners to resolve technical issues and ensure platform continuity.
Managed partner cases and cross-team issue tracking through Salesforce CRM and Jira.
Delivered high-quality customer support via email and phone under strict SLA requirements, consistently maintaining top quality scores.
Performed risk analysis and fraud detection on high-volume order queues, demonstrating strong analytical judgment.