Behind every support request is a person. In our Humans of Support series, we celebrate the people who inspire us. Today, we're featuring Mitchell Saunders - Senior Enterprise Customer Support Executive at Cryptio.

Here's his story 👇

⚡️ What first drew you into support – and what’s made you stay?

With a background in tutoring and helping others, I was naturally drawn to the problem-solving aspect of support. What’s kept me here is realising just how central support is to helping companies scale. It’s not just about solving tickets — it’s about enabling every part of the business to operate more smoothly. I get to solve diverse, interesting problems every day for great clients, all while contributing to the broader success of a company I believe in.

🚀 What’s one thing about support work that still surprises you?

The sheer variety. No two days in support are ever the same. Whether it’s a technical investigation, a process escalation, or a tricky edge case, every day demands a new mindset. That constant change is what makes support such an incredible environment for building a full-stack problem-solving toolkit. You grow quickly — not just in technical skills, but in empathy, communication, and strategic thinking.

🤝 Who’s someone who shaped how you show up in support?

My manager, Sheila M., had a huge impact early in my journey. She was instrumental in teaching me the ropes, but more than that, she helped me build confidence in my ability to deliver under pressure. Her leadership showed me how to balance being thorough with being pragmatic, and how to show up consistently for both customers and teammates. A lot of how I work today is grounded in what I learned from her.

📣 What advice would you give someone considering support as a long-term career?

Jump in with both feet. If you love solving problems, helping people, and making systems work better — support is one of the best places to be. It gives you a front-row seat to how a company really functions. You learn to operate across teams, technologies, and time zones.

🏅 Which company’s support has impressed you most lately, and why?

Robinhood has really stood out. From the outside, support is measured by two key things: how fast a problem is resolved, and how well it’s resolved. In my experience, Robinhood has consistently excelled on both fronts — efficient, clear, and effective. It’s a great example of how good support can build user trust, even in high-stakes environments.