Heide Armenean
heide@heidearmenean.com
Having trouble with your Kit account? I can help.
Technical Support Specialist | SaaS Support | Troubleshooting | Email Automation & AI
Helping SaaS customers solve complex technical problems with clarity, patience, and practical solutions.
🎯 ABOUT ME
I’m a Technical Support Specialist and Senior Product Specialist with over six years of experience supporting customers on a SaaS email marketing and automation platform.
My experience goes beyond answering support tickets. I troubleshoot complex product issues, investigate email deliverability and authentication problems, diagnose API and third-party integrations, analyze automation workflows, manage escalations, and work closely with Engineering, Product, and Customer Success teams to find effective solutions.
I’m comfortable supporting customers with different levels of technical knowledge and translating complicated technical problems into clear, easy-to-understand explanations.
I also have experience mentoring new support specialists, maintaining knowledge base documentation, supporting account migrations and product adoption, and contributing to AI chatbot knowledge improvements.
My approach is simple: understand the problem, identify the root cause, explain the solution clearly, and make the customer's experience as easy as possible.
🧩 WHAT I SPECIALIZE IN
🛠️ Technical Support
- SaaS product troubleshooting
- Advanced technical issue resolution
- Root-cause analysis
- Email editor problems
- Customer escalation management
- Complex case investigation
- Product troubleshooting and guidance
⚙️ Automation & Workflows
- Marketing automation
- Subscriber management
- Sequences & Broadcasts
- Automation workflows
- Forms and landing pages
🤖 AI & MCP
- MCP
- AI chatbot knowledge improvement
📧 Email & Deliverability
- Email deliverability troubleshooting
- SPF, DKIM, DMARC & DNS configuration
- Email authentication issues
👥 Integrations & APIs
- API troubleshooting
- WordPress, Shopify, Zapier, Stripe, WooCommerce, Thinkific, Teachable
- Third-party integrations
📚 Documentation & Knowledges
- Knowledge base maintenance in Notion& Intercom
- Troubleshooting documentation
🛠️ MY TECHNICAL SUPPORT EXPERIENCE
Technical Support / Senior Product Specialist
Kit.com — Formerly ConvertKit
2020–2026 | Remote
I provided advanced technical support for a leading SaaS email marketing and automation platform, assisting customers with complex product issues and collaborating with Engineering, Product, and Customer Success teams.
Key responsibilities and achievements
Advanced Technical Troubleshooting
Resolved complex customer issues involving:
Marketing automations, Email deliverability, Subscriber management
Landing pages, Forms
Broadcasts, Sequences
Account management, Product adoption
Email Deliverability
Investigated authentication and deliverability issues involving:
SPF, DKIM, DMARC, DNS configuration, Sender reputation
Third-Party Integrations
Diagnosed integration problems involving platforms such as:
WordPress , Shopify, Zapier, Stripe, WooCommerce, Thinkific, Teachable
Escalations
Served as an escalation point for complex technical cases requiring advanced troubleshooting and coordination with technical teams and Engineering.
Customer Experience
Managed multiple concurrent technical cases in a fast-paced remote environment while maintaining a strong focus on customer satisfaction.
Mentoring
Supported and mentored new Product Specialists by sharing product knowledge, troubleshooting techniques, and best practices.
Documentation
Contributed to maintaining an up-to-date knowledge base using Notion and Intercom.
AI & Chatbot Support
Participated in the AI chatbot team, helping update and improve chatbot knowledge to ensure customers receive accurate and current information.
👥 MY SUPPORT WORKFLOW
01 — Understand
I start by understanding the customer's actual goal and the problem they're experiencing.
02 — Investigate
I gather the relevant information and examine the customer's configuration, workflow, integration, or account behavior.
03 — Troubleshoot
I test possible causes and systematically narrow down the issue.
04 — Identify the Root Cause
Rather than treating only the symptom, I try to detmine why the problem occurred.
05 — Explain
I translate technical findings into clear, practical language.
06 — Resolve or Escalate
If I can resolve the issue, I provide the appropriate solution. If Engineering or another internal team is needed, I provide a well-documented escalation.
07 — Follow Through
I make sure the customer understands the resolution and the next steps.
👥 BEYOND TECHNICAL SUPPORT
My background also includes customer support and technical roles before my SaaS career.
Online Customer Support
Arenaknights — 2009–2015
Provided live chat and email support for an online MMORPG environment.
Process Executive — Voice
Computershare / Cognizant Technology Solutions — 2016–2017
Handled outbound customer calls.
Technical Support / Computer Maintenance
E-Starlink Network Co. — 2002–2009
Experience involving networking, technical support, and computer maintenance.
This combination of technical knowledge + customer communication + SaaS experience has shaped the way I approach support today.
👥 EDUCATION & TECHNICAL TRAINING
Bachelor of Science in Computer Science
La Salle University — Ozamis City
Additional Technical Training
AI productivity tools including ChatGPT, Gemini, Claude, Canva AI, Perplexity
Funnels Mastery & Design
Apache on Linux
PHP & MySQL Basics
JavaScript for Web
HTML, XHTML & CSS
English Proficiency for Customer Service Workers
Social Media Marketing & Management
Facebook Ads & Marketing
SEO Training
👥 WHY WORK WITH ME?
I understand both sides of technical support.
I understand that customers want their problems solved quickly, while technical teams need accurate information to investigate issues properly.
My experience allows me to bridge that gap.
I don't just answer tickets.
I investigate problems, identify root causes, communicate clearly, and work toward practical solutions.
I can communicate with both technical and non-technical customers.
Technical information doesn't need to be confusing. I focus on explaining issues in a way that makes sense to the person I'm helping.
I'm comfortable with complex SaaS products.
I've spent years working with interconnected systems involving automation, email, integrations, APIs, DNS, customer accounts, and third-party platforms.
I understand the importance of documentation.
Good documentation doesn't just help customers—it helps the entire support organization work more efficiently and consistently.
👥 LET'S SOLVE PROBLEMS TOGETHER
Whether you need someone to handle day-to-day SaaS support, investigate complex technical issues, troubleshoot integrations, manage escalations, or improve your support documentation, I bring hands-on experience from years of working directly with customers and SaaS products.
I'm ready to bring that experience to your team.
Let's connect.
Heide Armenean
Technical Support Specialist / Senior Product Support
📧 heide@heidearmenean.com
📍 Pasig, Metro Manila, Philippines
🔗 linkedin.com/in/heidearmenean
Work with Me