Summary
Overview
Work History
Education
Skills
References
Interests
Sabbatical
Timeline
Generic

James Hamlin

Horsham

Summary

Dynamic SaaS professional with extensive experience in technical product support and QA, specialising in diagnosing complex issues, driving root cause analysis, and partnering with R&D teams to deliver continuous product improvement. Recognised for strong investigative skills, clear communication across technical and non-technical stakeholders, and a proactive “can-do” approach. Recently returned from a sabbatical, having fulfilled a personal ambition to travel, and now eager to bring fresh perspective and renewed focus to the next career challenge.

Overview

8
8
years of professional experience

Work History

Technical Product Support Specialist

Breathe
11.2021 - Current
  • Provide 3rd line technical support across the Breathe product suite, diagnosing complex issues and developing solutions.
  • Act as a bridge between R&D and customer-facing teams, ensuring timely communication of issues and resolutions.
  • Investigate root causes of issues raised in JIRA and work with Product Owners to prioritise fixes within sprint cycles.
  • Conduct proactive product deep-dives to identify bugs and UX improvements for continuous product enhancement.
  • Collaborate with QA to validate fixes, ensuring high-quality standards.
  • Support 2nd line teams during high-volume periods and assist with data fixes and hotfixes.
  • Monitor and flag potential data security risks to the Security Steering Committee.
  • Provide weekly updates to product teams and communicate downtime/resolution times to the wider business.

QA Specialist

Breathe
07.2019 - 11.2021
  • Led QA testing for major system releases and security enhancements across multiple products.
  • Collaborated closely with R&D, product, and support teams to ensure high-quality releases.
  • Transitioned from part-time QA oversight to full-time role due to testing demand.

3rd Line Technical Support Engineer

Breathe
07.2019 - 01.2021
  • Investigated and resolved complex bugs and defects within the platform.
  • Prioritised issues in collaboration with developers, business analysts, and support teams.
  • Gained expertise in software and tools including SQL, Jira, GitHub, Sentry, and Postmark.

Customer Support Specialist

Breathe
03.2019 - 07.2019
  • Supported customers via webchat, email, and phone, providing demos and webinars.
  • Developed extensive knowledge of the Breathe platform to enhance customer experience.

Recruitment Consultant

Line Up Aviation
03.2018 - 03.2019
  • Head-hunted and placed candidates in engineering and IT roles for major aviation clients including Airbus, Boeing, and Honeywell.

Education

IT BTEC Diploma (Double) -

The College of Richard Collyer

Film Studies -

The College of Richard Collyer

Media Studies -

The College of Richard Collyer

Skills

  • SaaS product and API knowledge
  • Technical support expertise
  • Quality assurance
  • Bug identification
  • Effective communication
  • Problem solving
  • Attention to detail
  • Complex issue investigation
  • SQL proficiency
  • Jira experience
  • GitHub familiarity
  • Sentry usage
  • Postmark knowledge
  • Microsoft Office skills
  • Adobe Suite proficiency
  • Problem-solving abilities
  • Organisational skills
  • Product decision influence
  • Continuous improvement initiatives

References

Available upon request

Interests

  • Friendly and down-to-earth, I’m passionate about football and a proud Brighton season ticket holder. I enjoy spending time with my girlfriend, family, and friends, whether that’s going for walks, sharing a pint, or relaxing at home with my cat, Suki.

Sabbatical

November 2024 - Present, Pursuing personal ambition of travelling

Timeline

Technical Product Support Specialist

Breathe
11.2021 - Current

QA Specialist

Breathe
07.2019 - 11.2021

3rd Line Technical Support Engineer

Breathe
07.2019 - 01.2021

Customer Support Specialist

Breathe
03.2019 - 07.2019

Recruitment Consultant

Line Up Aviation
03.2018 - 03.2019

IT BTEC Diploma (Double) -

The College of Richard Collyer

Film Studies -

The College of Richard Collyer

Media Studies -

The College of Richard Collyer

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James Hamlin