Technical Support Engineering

Nate Fletcher

Customer-facing SaaS troubleshooting, observability, AWS operations, APIs, SQL/data, runbooks, and engineering handoffs.

I help teams work through customer-impacting technical issues and leave behind clearer support paths. My background spans technical support, support leadership, product engineering, and SRE work in enterprise SaaS environments.

Jacksonville, FL nate@natefl.com

Support Engineering Work

Practical customer-facing work across production support, observability, cloud operations, documentation, and repeatable handoffs.

Support ownership

Customer-Facing Production Support

Handled customer-impacting enterprise SaaS issues across support, product engineering, and SRE roles.

  • Troubleshot application behavior, authentication, SQL/data issues, APIs, file delivery, notifications, and customer configuration.
  • Coordinated follow-through across support, product, engineering, infrastructure, DBA, DevOps, and operations teams.
  • Built the support judgment to separate configuration, data, product behavior, and operational issues.

Observability

CloudWatch to New Relic Observability

Built and documented log-forwarding paths that made production signals easier to triage and support.

  • Worked with CloudWatch, New Relic, logs, alerts, and operational handoffs for customer-facing production workflows.
  • Improved visibility for recurring support and SRE investigation paths.
  • Kept observability work tied to triage, documentation, and customer impact.

Automation

Support-Facing AWS Automation

Turned repeat operational work into AWS-backed workflows, scripts, runbooks, and handoff-ready processes.

  • Built workflows using ECS Fargate, Lambda, S3, CloudWatch, Terraform, GitHub Actions, Python, PowerShell, and Bash.
  • Automated customer data delivery, product usage reporting, trust-secret monitoring, and DDL extraction.
  • Focused on reducing manual support load while keeping work auditable and supportable.

Knowledge base

Documentation and Engineering Handoffs

Created practical documentation so support, engineering, DBA, DevOps, and operations teams could reuse the outcome.

  • Wrote runbooks and handoff notes for data delivery, reporting, observability, storage updates, and recurring production support.
  • Converted ambiguous customer issues into clear technical context and next steps.
  • Kept documentation grounded in how the work is actually supported after delivery.

Role Fit

A fit for technical support roles that need customer ownership, practical troubleshooting, observability context, clear documentation, and engineering-ready escalation detail.

Roles

Technical Support Engineer
Product Support Engineer
Support Engineer
Customer Success Engineer
Application Support Engineer
Enterprise Platform Support

How I Help

Own the customer issue long enough to clarify impact, evidence, likely cause, and the right handoff path.

Troubleshoot across logs, alerts, SQL/data, application behavior, identity, APIs, and cloud operations.

Communicate in plain language with customers while preserving technical detail for engineering teams.

Turn recurring issues into runbooks, predefined answers, support notes, or automation.

Use AI-assisted tools to speed up investigation planning, documentation drafts, debugging, and review while validating decisions against the real environment.

Technical Range

Tools and Work Areas

Support case ownership, observability, cloud operations, application troubleshooting, and documentation.

Enterprise SaaS Customer escalations Case ownership New Relic CloudWatch Logs Alerts Incident triage AWS ECS Fargate Lambda S3 DMS ALB Docker Python PowerShell Bash SQL Server T-SQL APIs SSO/SAML SFTP DNS TLS Jira Salesforce Runbooks Engineering handoffs Codex

Contact

Useful for technical support engineering roles

This page is intended for roles that need customer-facing support ownership, observability-backed troubleshooting, cloud operations context, documentation, and clean handoffs to engineering.

Contact Nate