About
Customer issue ownership, SaaS and application support, and the technical troubleshooting behind both.
I’m Hamid Samadi, a technical customer success and support specialist based in Richmond Hill, Ontario. I have 3+ years of Level 1 and Level 2 technical support and 8+ years across startup operations, telecom, technical sales, and financial services.
I work well in remote environments because I investigate independently, communicate the current state clearly, document decisions, and make it easy for the next person to understand what changed.
Right now I am a primary customer contact at a technology startup, owning product, account, and SaaS workflow issues from intake to resolution. I manage the Freshworks case lifecycle, investigate Shopify order problems, and keep customers informed while cases move forward.
Skills
Experience
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.
Review technical content for accuracy, clarity, and instruction compliance, reproduce problems, research unfamiliar systems, and document evidence-based corrections independently in a remote environment.
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.
Assessed customer needs and budgets, explained product capabilities and limitations, and maintained CRM histories, pipeline notes, and follow-ups alongside sales and service teams.
Supported digital product, account, and payment inquiries, processed applications, and maintained accurate customer records under privacy and compliance procedures.
2023 to 2025
Seneca Polytechnic
2022 to 2023
CIMT College
My approach
Start with what the user is seeing, gather the right details, and reproduce the issue when possible.
Check the likely causes one at a time, use logs and configuration as evidence, and avoid unnecessary changes.
Verify the fix, explain what changed, and leave notes that make the next issue easier to handle.
Opportunities
I’m interested in technical support, customer success, SaaS support, and application support roles, remote or hybrid in the Greater Toronto Area.