Marcus kothe

Product Support Specialist

Boulevard

Apr 2025 - Current (1 year 5 months)

• Maintaining sub-2-hour resolution times while managing 15+ complex escalated 2 issues daily. • Collaborate closely with Engineering, Tier 3, and Product teams to replicate, document, and track software defects and hardware failures. • Author and maintain detailed internal knowledge base articles and troubleshooting guides to improve skills and efficiency across teams.

Customer Support Specialist

Boulevard

Nov 2024 - Apr 2025 (6 months)

• Respond to, triage, and resolve an average of 30+ incoming technical support requests daily via phone, email, video chat, and live chat. • Collaborate closely with Engineering, Tier 2, and Product teams to replicate, document, and track software defects and hardware failures.

Associate Product Manager

Auctane

Apr 2024 - Nov 2024 (8 months)

• Played a key role in product lifecycle management, from ideation to launch, focusing on user needs and market analysis. • Collaborated with engineering, design, and marketing teams to define product requirements and ensure successful execution. • Analyzed product performance and user feedback to inform future product enhancements and strategic decisions.

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Senior API Support Specialist

ShipEngine

May 2023 - Apr 2024 (1 year)

• Supported users and developers with API inquiries, including troubleshooting and general support, resolving complex technical issues efficiently. • Authored and maintained detailed internal knowledge base articles and troubleshooting guides to improve skills and efficiency across teams. • Provided direct feedback to the Product team, contributing to API improvements and feature development based on user experience and technical insights.

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Merchant Support API Specialist

ShipEngine

Jun 2022 - Jun 2023 (1 year 1 month)

• Provided comprehensive support for users and developers regarding all API inquiries, including extensive troubleshooting and general technical questions. • Addressed and resolved critical API integration issues for users, ensuring smooth and reliable operational performance. • Educated users on API best practices and usage, reducing common support requests and improving self-sufficiency.

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Technical Support Associate

ShipWorks

Feb 2021 - Jun 2022 (1 year 5 months)

• Assisted customers with account issues, store orders, and various shipping carrier (USPS/UPS/FedEx/DHL) related inquiries. • Troubleshooted and diagnosed issues to effectively eliminate problems with the software, ensuring optimal performance for users. • Installed local SQL Server instances on customer machines and guided users on optimizing software performance.

Infrastructure Operations Associate

BJC HealthCare

Sep 2020 - Feb 2021 (6 months)

• Deployed computer hardware to various hospital and clinic locations, ensuring timely and efficient setup of essential devices. • Provided critical on-call technical support to nurses and doctors, rapidly resolving issues to maintain continuous healthcare operations. • Maintained IT infrastructure across all hospital locations in the St. Louis area, troubleshooting and solving network, software, and computer-related problems to minimize downtime.

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Warehouse Associate

M&A Fulfillment

Jan 2019 - Feb 2020 (1 year 2 months)

• Managed inventory, Picked and packed, conducted quality control checks, and ensured accurate order fulfillment within a fast-paced warehouse environment. • Conducted routine cycle counts and audited inventory, resolving stock discrepancies promptly.

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