Bon Parungao

Open to new roles

Bon Parungao

Technical Support Engineer

I take customer problems from first contact to fix, and turn what I learn into clear docs, videos, and training so the next issue gets solved faster.

Los Angeles area (Granada Hills, CA)

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Portrait of Bon Parungao
  • 8+years in technical support
  • 6+years of B2B SaaS support
  • ~1,600customers supported at Spivi
  • 60+countries

About

Calm, thorough support that customers can count on

8+ years of technical support, including 6+ years of B2B SaaS support at Spivi.

At Spivi, a fitness technology platform for indoor cycling studios, I was the first technical contact for new customers and stayed with them for as long as they used the product. My days covered Zendesk tickets, remote sessions, and phone calls with studio owners and instructors around the world, across hardware, software, networking, audio/video, and third-party integrations.

I like finding the real cause of a problem, not just a workaround. When I confirm a bug, I hand Engineering clear reproduction steps, logs, and expected-vs-actual results. And when the same question comes up twice, I write the SOP, knowledge-base article, or tutorial video so it doesn't have to be asked a third time.

Experience

Experience highlights

Technical Support Engineer

Spivi Inc. · Calabasas, CA

Fitness technology SaaS for indoor cycling studios

May 2019 – Nov 2025

  • ~1,600 customers in 60+ countries
  • 20–30 Zendesk tickets a day
  • 5–6 remote sessions a day
  • ~5 calls a day
  • First technical contact for new customers during onboarding, then their ongoing support contact.
  • Troubleshot hardware, software, network, and audio/video issues, plus third-party studio management and CRM integrations such as Mindbody and Mariana Tek.
  • Owned cases end to end: intake, prioritization, investigation with logs and structured reproduction, resolution, and follow-up.
  • Escalated confirmed bugs to Engineering with repro steps, logs, and expected-vs-actual results, then retested and validated the fixes.
  • Wrote SOPs and knowledge-base articles, and produced tutorial videos in Adobe Premiere Pro.
  • Hosted three customer training webinars every week for users at every level of experience.
  • Trained and guided the support teams in France and Brazil.

Founder

Baby Rascals · ecommerce store for new parents

Aug 2025 – Present

I built and run this store myself and do nearly all of the work:

  • Sourced products through DSers and AliExpress.
  • Wrote every product description, blog post, FAQ, and page of site content.
  • Hired a web developer, wrote the requirements, and directed and corrected the build until it matched the spec.
  • Hired creators to produce UGC video ads.

Visit babyrascals.com

Screenshot of the Baby Rascals homepage
Baby Rascals homepage

Earlier roles

  • Technical Support Specialist, Be Media Audiovisual Lighting Studio · Chatsworth, CA

    Supported Windows computers, commercial A/V systems, control equipment, and peripherals onsite and remotely; coordinated complex Crestron and AMX issues.

    Jan 2019 – Apr 2019
  • Electronics Technician, Innovative Dimmers LLC · Van Nuys, CA

    Configured, updated, and troubleshot OEM electronics and DMX-based lighting-control equipment, running functional tests and isolating defects.

    Jan 2018 – Dec 2018
  • TechOps Specialist, Devoted Home Health Services Inc. · Chatsworth, CA

    Primary internal IT support contact for staff.

Tutorials & Training

Teaching customers to help themselves

Spivi Arena Installation & Activation, a tutorial video I made in Adobe Premiere Pro. Watch on YouTube Watch on YouTube: https://youtu.be/iJ_jNaGRiXA

How I share what I know

  • Tutorial videos
    Made for customers in Adobe Premiere Pro.
  • Knowledge base & SOPs
    Step-by-step articles and procedures for customers and support staff.
  • Live webinars
    Three customer training webinars a week at Spivi.
  • Team training
    Trained and guided the support teams in France and Brazil.

Skills

What I work with

Support & troubleshooting

  • B2B SaaS support
  • Ticket triage
  • Case ownership
  • Escalation management
  • Remote support
  • Customer onboarding
  • Customer education
  • Mobile device support

Investigation

  • Log analysis
  • Event Viewer
  • Issue reproduction
  • Controlled testing
  • Root-cause investigation
  • Defect validation

Systems & networking

  • Windows 7/10/11
  • macOS (basic)
  • Linux fundamentals
  • Command line
  • TCP/IP
  • DNS
  • DHCP
  • VPN troubleshooting
  • Hardware & A/V

Integrations & data

  • Third-party SaaS integrations
  • Workflow troubleshooting
  • JSON data
  • SQL (beginner, self-study)
  • Familiar with Active Directory concepts

Tools

  • Zendesk
  • TeamViewer
  • AnyDesk
  • Zoom
  • Slack
  • Microsoft 365
  • SharePoint
  • Adobe Premiere Pro
  • ChatGPT & Gemini

Documentation

  • SOPs
  • Knowledge-base articles
  • Runbooks
  • Troubleshooting guides
  • Training materials
  • Tutorial videos

Education & Certification

Education

Valedictorian

Bachelor's degree, Electrical Engineering & Communications Technology

ITT Technical Institute, Sylmar, CA

4.0 GPA

Valedictorian

Associate degree

ITT Technical Institute, Sylmar, CA

Certification

CompTIA A+

Certified

Outside work Competitive gamer and golf enthusiast.

Contact

Let's talk

I'm looking for my next technical support role. The best way to reach me is email or LinkedIn.