Customer Issue Ownership
Primary customer contact from intake through troubleshooting, follow-up, escalation, and resolution, with accurate records at every step.
Technical Customer Success
I take customer issues from first contact to resolution.
I’m Hamid Samadi, based in Richmond Hill. I’m a primary customer contact at a technology startup, owning product, account, and SaaS workflow issues through troubleshooting, follow-up, escalation, and resolution. Underneath that sits Level 1 and Level 2 support experience across Windows, Microsoft 365, networking, and REST APIs.
3+ yearsLevel 1 and Level 2 technical support
8+ yearsCustomer-facing and CRM roles
Intake to resolutionOwnership, escalation, and follow-up
How I work
Technical depth, explained in plain language.
I reproduce the problem, work through likely causes using logs and evidence, keep the customer informed while the case moves, and leave a record the next person can pick up. The technical background means I can usually find the cause myself instead of passing it straight to engineering.
SaaS and Application Support
Freshworks case lifecycle, Shopify order and fulfilment issues, account and product questions, and CRM history that stays current.
Technical Troubleshooting
Windows, Microsoft 365, Active Directory, DNS, DHCP, VPN, Wi-Fi, and REST API diagnostics using logs and reproducible evidence.
Coordination and Documentation
Cross-team next steps through Slack and Notion, clear escalation context, and written procedures the next person can follow.
Projects
The technical depth behind the support.
Support gets faster when you understand the system underneath it. These are hands-on projects where I built, broke, diagnosed, and recovered the kind of infrastructure customer issues trace back to.
API and Support Automation
Built health checks, validation, structured logs, and repeatable workflows for reproducing and troubleshooting application issues.
Linux VPS and Web Service Support
Built an Ubuntu administration lab covering secure SSH access, users and permissions, systemd services, web hosting, logs, DNS, firewall rules, and recovery checks.
View Linux case studyApplication and Cloud Support Lab
Used logs, service checks, network diagnostics, and documented procedures to isolate access, service, and connectivity problems.
Experience
Experience across support and customer operations.
2025 to presentSmart Cocoon Inc.
Technical Support and Operations Specialist
Primary customer contact in a small technology startup. Own product, account, and SaaS workflow issues from intake to resolution, manage the Freshworks case lifecycle, process and investigate Shopify orders, and coordinate next steps through Slack and Notion.
2025 to presentOutlier AI
Freelance AI Data Specialist, Technical Quality Review
Review technical content for accuracy, clarity, and instruction compliance, reproduce problems, research unfamiliar systems, and document evidence-based corrections independently in a remote environment.
2021 to 2023Nordia / Bell Support Program
IT Support Technician
Managed Level 1 and Level 2 requests from symptom gathering through resolution or escalation across Windows, Microsoft 365, email, access, hardware, software, VPN, Wi-Fi, and business connectivity, including Active Directory, DNS, and DHCP diagnostics.
2018 to 2021iMarketing Solutions
Client Solutions Advisor, Technical Sales
Assessed customer needs and budgets, explained product capabilities and limitations, and maintained CRM histories, pipeline notes, and follow-ups alongside sales and service teams.
2015 to 2017Canadian Tire Bank
Financial Solutions Sales Specialist
Supported digital product, account, and payment inquiries, processed applications, and maintained accurate customer records under privacy and compliance procedures.
Skills
Tools and platforms I use.
CustomerIssue ownership, needs assessment, customer guidance, follow-up, and clear written updates
Support OperationsSaaS and application support, Freshworks, Shopify order operations, ticket triage, escalation, and case lifecycle
CollaborationCRM records, cross-team coordination, Slack, Notion, and technical documentation
SystemsWindows, Microsoft 365, Active Directory, Linux and Ubuntu, endpoints, and hardware
NetworkTCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN and WAN, and connectivity troubleshooting
AutomationREST APIs, Python, PowerShell, Bash, Git and GitHub, health checks, and structured logs
Background
Education and hands-on experience.
Computer Systems Technician
Seneca Polytechnic
Network Administration
CIMT College
Technical Support
Level 1 and Level 2 case ownership across startup, telecom, and business support environments.
English and Persian
Professional fluency in English and native Persian, supporting clear communication with technical and non-technical users.
Let’s connect
Have a role or a team you’d like to talk about?
I’m open to technical support, customer success, SaaS support, and application support roles, remote or hybrid in the Greater Toronto Area.