Summary
Ten years of experience in technical support and customer service at the forefront of innovation and development for SaaS companies. I am passionate and dedicated to providing exceptional assistance to end-users, ensuring that their experience with your products, specifically cutting-edge software incorporating the latest technologies, features, and functionalities, is seamless and enjoyable.
Expertise
Experience
Senior Technical Support Engineer (L3), WhatConverts
I provide direct technical support, ensuring high-quality resolution of complex issues. I manage GitHub repositories, optimize branching strategies, and configure access to streamline code collaboration. Additionally, I leverage logs for monitoring and observability, creating dashboards and alerts to address system performance issues proactively.
I lead small to medium migration projects and update and create technical documentation to improve SOPs. My role involves evaluating and implementing new tools to enhance platform operations, working cross-departmentally to advocate for customer needs, and contributing expert-level solutions to strategic operations. My technical skills include HTML, CSS, JavaScript, SQL, API/WebHooks, strong problem-solving, and excellent customer service.
Technical Support Engineer, BoostUp.ai
I enhanced our system reliability through codebase analysis with Python, JavaScript, JSON, YAML, and XML using tools such as Datadog and Sentry by monitoring and addressing system errors, warnings, and logs. I developed automation and data validation scripts that ensured accuracy and integrity of up to 98% between Salesforce, MongoDB, and Snowflake in production environments for critical clients such as Teradata and Cloudflare.
I wrote, designed, and produced internal and external documentation and instructional videos on configuring, integrating, and troubleshooting our systems. I reduced repetitive support tickets by 80% while supporting customer success, product, engineering, and chief executives, contributing to team efficiency and customer satisfaction.
Technical Support Engineer, Smartly.io
I supported the integration of marketing APIs from Google, Meta, TikTok, Snapchat, and Pinterest Ads. As a result, I earned recognition as a trusted problem-solver for high-profile clients such as Uber, Adobe, Pinterest, Expedia, Canva, and Spotify, providing effective customer education and documenting feature requests for a 98% customer satisfaction average.
I also improved the Smartly.io platform by analyzing, prioritizing, and documenting bugs using DevTools, JIRA, ZenDesk, Confluence, and Kibana while working with JSON logs, HTML, CSS, JavaScript, and API requests.
Senior Support Engineer, HCL Technologies
I was an Engineering and R&D member providing escalated software and hardware support to clients and technicians. In addition, I manage deep troubleshooting and configuration of devices and email clients using POP, IMAP, & SMTP email protocols. Gained a great understanding and ability for editorial design.
Account Services Specialist, GoTo
In my retention and customer success role, I supported internal and external customers with contractual issues, reducing churn by 30%. Additionally, I provided cross-functional support to sales, billing, and product management.
Education
Full Stack Engineer
2023
IBM Back-End Development
2023
Professional Video Production
2023
Computer Science for Web Programming
2021
MongoDB Python Developer
2023
UI/UX Design & Interaction
2022
Astronomy, Astrophysics & Astrobiology
2023
Computer Science
2010
Languages
Spanish 🇬🇹
English 🇺🇸
German 🇩🇪
Extras
Technical Advisor
I continuously contribute to my community by providing technical advice to local entrepreneurs, organizations, startups, and small businesses.
Top Technical Support Voice, LinkedIn
Earned Top Technical Support Voice recognition for noteworthy contributions.
Photography, Unsplash
With +65M views and +400K downloads, I donate nature and environmental photography used worldwide.
Photography, UNEP
Contributed with imagery for the Act For Nature initiative ~A curated gallery by the UN Environmental Programme.
Writing, Medium
I write articles regarding self-improvement, mindfulness, and minimalism.
© 2024 Soliman Cifuentes