Author: Chien Escalera Duong
Type: Public, synthetic support sample — safe for recruiters
This is a public, synthetic support sample showing how I would organize an integration issue from customer report to verified resolution (and, when needed, internal escalation). It is not from a real customer or employer.
- CASE-OUTCOME.md — the full story in one page
- customer-reply.md — customer communication
- internal-escalation-note.md — engineering handoff
- documentation-improvement-note.md — prevention loop
Hiring managers who want depth: open support-case-github-sync.md after the quick path.
Role fit: ROLE-MAPPING.md · Visual flow: docs/triage-flow-diagram.md
A fictional but realistic support case: a dev team connected GitHub to their project-management workspace, but pull request status is not updating on related work items. The repo contains the full triage workflow — customer replies, investigation notes, a completed outcome, escalation handoff, and a documentation improvement proposal.
Everything here is synthetic sample work designed to show my support craft without exposing private materials.
| Target role | Fit |
|---|---|
| Product Support Specialist | Excellent |
| Technical Support Specialist | Excellent |
| Customer Operations Specialist | Strong |
| Onboarding Specialist | Strong |
| Junior Implementation Specialist | Strong |
| Customer Success Specialist | Moderate |
| Support Engineer | Moderate |
Full responsibility → proof map: ROLE-MAPPING.md
Recruiters and hiring managers often ask: Can this person triage technical user issues, communicate clearly, and feed useful signal back to the team?
This artifact answers that with concrete examples — not claims about years of SaaS tenure.
| Skill | Where to see it |
|---|---|
| Completed ownership loop | CASE-OUTCOME.md |
| Calm first response + clarifying questions | customer-reply.md |
| Structured investigation and triage | support-case-github-sync.md |
| Engineering handoff quality | internal-escalation-note.md |
| Reducing repeat tickets through docs | documentation-improvement-note.md |
| Log / webhook-style investigation depth | evidence/ |
Core habits shown:
- Restate the user's problem before troubleshooting
- Gather minimum evidence before escalating
- Separate configuration issues from potential product bugs
- Use approved support access methods — never customer passwords
- Write for both the customer and the internal team
- Turn one ticket into a documentation improvement when patterns repeat
| Asset | File |
|---|---|
| Social / LinkedIn preview (×ばつ630) | docs/screenshots/social-preview.png |
| Triage operating loop | docs/screenshots/triage-flow.png |
| Annotated case excerpt | docs/screenshots/annotated-case-excerpt.png |
Mermaid source: docs/triage-flow-diagram.md
Set docs/screenshots/social-preview.png as the GitHub repository social preview (Settings → General → Social preview).
Not applicable — this repo is markdown artifacts only. Clone and read:
git clone https://github.com/heyitschien/product-support-triage-sample.git
cd product-support-triage-sampleFor deeper context, see docs/recruiter-notes.md.
| In scope (public) | Out of scope (private or not claimed) |
|---|---|
| Synthetic customer scenario | Real customer names, tickets, or employer data |
| Sample replies and internal notes | Production support tenure claims |
| Triage methodology and templates | Private Career OS or hunt strategy |
| Synthetic evidence packet | Real webhook / production logs |
| Documentation improvement ideas | Access to a real product's admin tools |
Safe to share with recruiters, pin on GitHub, or link from LinkedIn Featured.
- Developer workflow walkthrough (YouTube): Supabase to Neon migration — plain-English technical explanation showing documentation and adoption thinking