Tyler Scharff
Product Support Engineer · Aduro
Lynnwood, WA
In My Own Words
I am a dynamic and accomplished creative professional with over 15 years of experience in service and support roles. I am an expert in leveraging technical acumen and industry knowledge to enhance corporate technology environments. I have a proven track record in delivering exceptional customer service, streamlining operations, and driving team performance through innovative solutions and effective leadership.
My peers would say my strengths are developing others and strategic agility with a team building mindset. I accomplish high end results and metrics while executing urgent tasks, company priorities and encouraging others to do the same.
I have expert knowledge in the following software and tools: MacOS, iOS, AWS, SQL, Salesforce, Zendesk, Apple Pro Applications, Adobe Creative Suite, Microsoft Office Suite, Jira, Atlassian, Single Sign-on, Account Administration, File Management, Database Management
Work Experience
Lead Support Engineer II
Aduro2023 – 2024
• Acted as a key liaison between customers and product teams, translating user feedback into actionable insights for Engineering, Product, and Design teams. • Supported a global customer base with support tickets using Salesforce and Zendesk while maintaining SLA targets • Managed sensitive HIPAA data through use of SQL and AWS Identity and Access Management Cognito, ensuring compliance and data integrity. • Collaborated across Product and Development teams to devise urgent solutions for mobile and web UI code issues, reducing downtime and enhancing user experience. • Refined troubleshooting processes raising CSAT scores by 50% YOY. • Key Achievement* Successfully led a support team, resulting in 30% reduction in resolution time for support issues.
Support Lead
Mylio2021 – 2023
• Delivered first class email and phone support, utilizing Salesforce CRM systems to manage tickets, schedule videoconferencing calls, and address emerging issues efficiently. • Drove customer metric collection using Kibana application and shared customer insights. • Successfully triaged, tested, and resolved complex Stripe billing and API account issues, maintaining a high first-contact resolution rate with a growing customer scale. • Key Achievement* Designed in-house content production studio to create customer-facing learning content.
Support Engineer II
SAP Concur2018 – 2021
•Delivered expert-level support for escalated issues with SAP Concur Travel and Expense, utilizing Salesforce CRM to ensure timely and effective resolution for SaaS product. •Excelled in diagnosing and addressing complex security and fraud issues, profile templates, and travel-related problems. Escalating compliance risk issues. •Provided technical support including Single Sign-on, Global Distribution System, Concur Travel and Expense, ensuring seamless user experiences. •Key Achievement * Led initiatives to enhance the quality of support knowledgebase documentation, benefiting both internal teams and external customers.
Creative Program Manager
Apple2017 – 2018
•Conducted training sessions, enhancing team skills, knowledge and showcasing product value. •Delivered and explained technical concepts to non-technical audiences. •Key Achievement * Led a team of 10 creative instructors through new store opening and technology.
Sales Expert
Apple2012 – 2017
•Consistently produced top revenue and metrics results across regional marketplace. •Cultivated enduring customer relationships using Engage CRM, driving repeat business and loyalty. •Directed strategic initiatives, driving performance metrics and achieving performance target goals. •Key Achievement * Executed top sales percentile (top 5%) for multiple markets exceeding performance targets. •Key Achievement * Created and led market training for Apple Watch Gen 1.
Product Specialist
Apple2010 – 2012
• Leading sales, strong team building skills, facilitated workshops. • Certified in small device repair and diagnostic. • Built strong clientele resulting in returning customers.
Internship
North Star Media2009 – 2009
Organizing data, Search Engine Optimization, Editing songs for pitches, CD production and distribution, Contacting Clients
