eCommerce Support BigCommerce Technical Support Customer Success Limerick, Ireland Open to Opportunities eCommerce Support BigCommerce Technical Support Customer Success Limerick, Ireland Open to Opportunities

Limerick, Ireland · Open to Opportunities

Eoin
Murphy

Technical Support Specialist with hands-on experience in eCommerce SaaS. I resolve complex merchant issues, communicate technical depth clearly, and keep customers succeeding.

Get in Touch View Experience

Limerick, Ireland — Remote Ready

95%+
CSAT score sustained across tenure at BigCommerce
150+
Tickets handled per week across all channels
3×
Simultaneous support channels managed daily
T2
Tier 2 escalation specialist — most complex cases

01 Career History

Work Experience

BigCommerce
October 2024 – Present eCommerce SaaS
Senior Technical Support Specialist

Senior Support · May 2025 – Present

  • Handle the most complex escalated merchant cases, diagnosing platform-level issues through deep product knowledge and cross-functional collaboration with engineering.
  • Investigate, document, and formally report software bugs — contributing directly to product improvement cycles.
  • Mentor and knowledge resource for Tier 1 agents: running platform walkthroughs, sharing troubleshooting methodology, and maintaining quality standards.

Technical Support Specialist · October 2024 – May 2025

  • Delivered 24/7 multi-channel support across phone, email, and simultaneous live chats — handling 80–150 tickets per week while maintaining 95%+ CSAT.
  • Ran product demos for prospective and existing merchants, clearly communicating platform capabilities.
  • Resolved complex issues spanning platform architecture, payments, DNS, integrations, and web technologies.
95%+ CSAT 150 tickets/week 3 simultaneous channels Product demos Tier 2 escalation

02 Capabilities

Skills & Tools

Core Competencies
Customer Success & CSAT
eCommerce Platform Knowledge
Technical Troubleshooting
Product Demos & Presentations
SIEM & Log Analysis
Full Stack Development
Platforms & Tools
BigCommerce Zendesk Salesforce DNS / SSL HTML / CSS JavaScript Python Node.js Express.js React MongoDB REST APIs JWT Auth Wazuh Sysmon Kali Linux VirtualBox Raspberry Pi PowerShell Linux Slack Jira
Open To
Customer Success Manager Priority
Technical Account Managerr Priority
Technical Support Priority
eCommerce Solutions Consultant Strong
SOC Analyst Strong
Junior Penetration Tester Open

03 Credentials

Certificates

Kreativstorm
Hands-on Ethical Hacking & Penetration Testing
Jun 2024
Penetration Testing
Dublin Coding School
Cybersecurity Fundamentals
May 2024
Network Security Ethical Hacking Cryptography
ISC2
CC — Certified in Cybersecurity
Feb 2024
Cybersecurity Network Security Web App Security
IBM
Cybersecurity Architecture
Feb 2024
Application Security Network Security
IBM
Microsoft Windows Defender and Firewall for Beginners
Feb 2024
Windows Defender Information Security
IBM
Cybersecurity Fundamentals Specialization
Feb 2024
Web App Security Network Security Information Security

04 Open Source

GitHub

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05 Get in Touch

Let's find something worth doing.

I'm actively exploring new opportunities in customer success, eCommerce, and technical roles — in Limerick and remotely across Ireland and Europe. If you think there's a fit, reach out.

Send a Message
✉
Email
contact@eoinmurphy.com
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LinkedIn
Eoin Murphy
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Location
Limerick, Ireland — Remote Ready