Alasdair Manson

I'm a customer success and technical support professional with 13 years in B2B SaaS, helping customers get unstuck and get real value from their software. My work covers technical troubleshooting, enterprise onboarding and SSO/SAML setup, demos, and the help documentation and video tutorials that cut down repeat questions. Most recently I spent eight years at Balsamiq, and before that five years at vzaar, where I was the only technical resource for the U.S. market. Two things I'm proud of. At Balsamiq, I noticed admins manually re-granting Staff permissions on every project, documented the pattern and made the case to product, and it shipped as a default setting. At vzaar, I traced a thumbnail bug to generation firing before re-encoding finished, using SQL on a production database mirror, fixed the affected files by hand, and wrote the runbook once the permanent fix shipped. Next, I want a fully remote technical support, customer success engineering or customer education role at a SaaS company, ideally on Pacific time. I do my best work where I can troubleshoot hard problems, teach customers clearly, and feed what I learn back to product. I've worked remotely for over a decade, and I use Claude daily to speed up analysis and documentation.