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Ryan M
Looking for a jobPrincipal Product Support Specialist
I build scalable product support operations and AI-powered troubleshooting systems.
PhilippinesPrincipal Product Support Specialist at N.Rich
About
At N.Rich, I designed and built the Product Support function from the ground up, earning direct CEO sign-off for its tiered support model, ticketing workflows, SLA targets, and KPI framework. I now own second-line technical escalations across enterprise and mid-market accounts.
I created a 63-point account health-check and automated it as a Claude-based skill, reducing troubleshooting from 6–12 hours to 20–30 minutes. My work spans CRM-sync troubleshooting, ad-delivery investigations, cross-system data reconciliation, n8n automation, and the bridge between Customer Success, Support, Engineering, and Product.
Experience
Principal Product Support Specialist
Owns second-line technical escalations across enterprise and mid-market accounts, resolving complex platform, ad-delivery, and CRM-sync issues. Originated and automated a 63-point account health-check rubric as a Claude-based skill, cutting troubleshooting time by ~95%.
Escalation ManagementClaude AIN8nHubSpotGoogle AdsDSPsCRM SyncsTroubleshootingKnowledge Base Authoring
Senior Product Support Specialist
Handled complex, escalated support tickets across enterprise accounts spanning multiple ad platforms. Built deep platform expertise across segmentation, ISP classification, and CRM-sync architecture.
Google AdsDSPsProgrammatic Advertising
Education
Xavier University
Bachelor of Science in Computer Science with a major in Network Administration, and an Associate in Development Communication.