Sabina Siviter
Market Harborough
Summary
Technical Support Specialist with experience providing first and second-line support for B2B SaaS platforms. Skilled in owning technical issues from initial report through resolution, reproducing user-reported problems, investigating integrations and configuration issues, and gathering diagnostic evidence before escalating to Product and Engineering teams. Experienced with WorkOS, Linear, Datadog, Postman, AWS and Jira, with a systematic approach to troubleshooting and a strong focus on clear technical communication. Confident managing multiple concurrent queries, documenting detailed investigation findings, adapting explanations for technical and non-technical users, and identifying recurring issues that can improve support processes and internal knowledge. Technical Support Specialist with expertise in providing first and second-line support for B2B SaaS platforms. Managed technical issues from initial report through resolution, ensuring clear communication and user satisfaction. Delivered detailed diagnostic findings and contributed to process improvements by documenting recurring issues.
Overview
11
11
years of professional experience
Work History
TECHNICAL SUPPORT ASSOCIATE
Synthesia
12.2025 - Current
- Triaged high volume of live chats and tickets for enterprise users by urgency and impact.
- Provided technical support for video scene configuration and rendering failures.
- Investigated SaaS issues by reproducing user reports and testing fixes.
- Analysed video rendering failures by reviewing configurations and media layers.
- Diagnosed authentication and SSO problems using WorkOS troubleshooting steps.
- Reproduced ambiguous platform behaviour and collected evidence to isolate causes.
- Collaborated with product and engineering on bugs through detailed reproductions.
- Escalated issues only after investigation with logs and HAR files.
- Owned issues end to end, updating users and confirming outcomes.
- Documented user issues, troubleshooting steps, resolutions, and recurring patterns.
- Explained technical concepts clearly to users with varying technical knowledge.
- Trained new support team members on troubleshooting and escalation best practices.
CUSTOMER OPERATIONS SPECIALIST
Benivo
01.2023 - 09.2025
- Investigated platform issues and resolved bugs using clear diagnostic details.
- Escalated complex cases to product with documented user impact.
- Delivered API and integration support by troubleshooting connectivity and configuration issues.
- Created troubleshooting processes for recurring platform issues across investigations.
- Managed user queries in Zoho Desk via email tickets and chat.
- Documented platform feedback bugs and improvement opportunities with internal teams.
- Analysed user data and feedback in Zoho CRM and analytics for trends.
- Trained new team members and supported client onboarding using knowledge sharing.
- Provided onboarding guidance through established troubleshooting processes and product training.
TECHNICAL SUPPORT ADVISOR
Sky UK
12.2022 - 12.2022
- Provided frontline technical support for application and service-related issues, using structured questioning and troubleshooting to identify and resolve user problems.
- Managed inbound support conversations while documenting issues accurately and communicating resolutions in clear, accessible language.
- Handled billing queries, disputes, service changes and complaints while maintaining ownership of the user experience and appropriate escalation.
- Supported users with varying levels of technical confidence, including vulnerable users requiring additional care and clarity.
RETENTIONS ADVISOR
Concentrix
02.2022 - 05.2022
- Managed user retention queries, identifying underlying concerns and communicating appropriate solutions clearly and professionally.
- Handled account, service and discount queries while supporting vulnerable users and following established processes.
OPERATIONS MANAGER
Imageryuk
05.2015 - 08.2021
- Managed day-to-day operations, complex client incidents and escalations, coordinating with engineers, executives, vendors and other stakeholders to drive issues through to resolution.
- Developed and improved operational processes to increase efficiency, consistency and service quality across the business.
- Managed projects from planning through delivery, balancing competing priorities, deadlines and stakeholder requirements.
- Supervised and trained team members, developing processes and guidance to support consistent performance and knowledge sharing.
- Managed operational budgets, financial planning, supplier relationships and compliance requirements.
Education
BSc (Hons) - Computing and IT (Communications and Software)
The Open University
UK01-2027
Skills
- WorkOS
- Linear
- Jira
- Datadog
- Postman
- AWS
- Claude
- Notion
- Slack
- Zoho Desk
- Zoho CRM
- Google Workspace
- Microsoft 365
Timeline
TECHNICAL SUPPORT ASSOCIATE
Synthesia
12.2025 - Current
CUSTOMER OPERATIONS SPECIALIST
Benivo
01.2023 - 09.2025
TECHNICAL SUPPORT ADVISOR
Sky UK
12.2022 - 12.2022
RETENTIONS ADVISOR
Concentrix
02.2022 - 05.2022
OPERATIONS MANAGER
Imageryuk
05.2015 - 08.2021
BSc (Hons) - Computing and IT (Communications and Software)
The Open University