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