John Jay Catipon

I’ve spent most of my career figuring out why things break and making sure they break less often. I started in banking and moved through gaming support before landing in SaaS, where I now focus on the messy middle between customer issues and technical teams. At Opus, I’ve served as an escalation point for complex system behavior, data inconsistencies, and edge cases—validating and isolating root causes before issues reach engineering. I review tickets for quality, completeness, and diagnostic accuracy, then translate recurring patterns into structured insights that help product and engineering act faster. I also maintain troubleshooting guides and escalation documentation so support and customers get clearer, more consistent answers. I led end-to-end data migration workflows where no clear process existed—building structured, repeatable execution from field mapping and transformation rules to pre/post-migration validation checkpoints. When migrations impacted downstream support and reporting, I investigated and resolved the root issues, then internalized knowledge previously held by external vendors to reduce dependency and improve speed. On the support operations side, I’ve standardized ticket-handling practices and escalation formats, strengthened SLA discipline, and built onboarding and training assets used for both customer-facing and internal video training. I also launched a HubSpot knowledge base designed for bot ingestion and internal AI testing, and improved engineering resolution speed with escalation summaries that include clear reproduction steps and acceptance criteria.