Product Support Engineer

• Jan 2023 - Present

Ed Tech Trainer

• Apr 2022 - Sep 2023

-Define the Knowledge Base template -Define content style-Expert knowledge assessment-Updates the Knowledge Base- Handling the Onboarding Training to new joiners.-Refresher Training for identified areas of opportunities(Adhoc).- Maintenance of the Dashboard's Help Center.- Create automations to improve process related to support engineers needs and clients pain points.- Knowledge in multiple SAS technologies/integrations to properly guide and mentor the support, product and the sales team. Show less

Support Engineer III

• Sep 2021 - Dec 2022

- Reproduce tech issues in multiple platforms and frameworks, such as: -Native Android and IOS -Plugins like: Flutter, Cordova, React Native, Expo and Capacitor.- Help customers with API/Webhook/SDK issues/bugs/integration problems- Escalate bugs through JIRA to the engineering team or develop an adhoc solution/workaround while the Eng team create a proper fix for an issue or BUG.- Follow up on the engineering team's resolution and communicate to the client through multiple channels such as: Slack VIP channles,Freshdesk/Zendesk and intercomm.- If needed, attend to onboarding/training meetings with a client in order to ease the process of integrating and understand the product fully.- Create Scripts to facilitate multiple process such as: - Data export - Knowledge of Databricks and BigQuery to pull data using SQL and Python languages - Backend process automation - Integrations in API or SDK's for clients or intern teams.- Use logging tools to troubleshoot and find problems along to checking for any alerts that needed to be address, such as Jenkins and Elastic Search. Show less

Customer Tech Support Agent

• Feb 2020 - Jul 2021

Handling tickets through Email/Phone/Chat. Casing each interaction properly to give a follow-up if necessary (eg., Zendesk). Introduce team leaders and managers with the most recent tools and integrations to create a more effective environment (eg.,Geckoboard). Following the correct call/chat flow by using the proper QA guidelines established by the business. Handling tickets through Email/Phone/Chat. Casing each interaction properly to give a follow-up if necessary (eg., Zendesk). Introduce team leaders and managers with the most recent tools and integrations to create a more effective environment (eg.,Geckoboard). Following the correct call/chat flow by using the proper QA guidelines established by the business.