Product Support Analyst
Remote | Current - Present
- Responsible for designing and documenting an initial proof of concept to implement a new product feature aimed to enhance customer experience.
- Source code review using Jira and Bitbucket to identify bugs within the product to proactively address issues that may impact software performance and issues in client business operations.
- Worked closely with development and Cloud/SaaS teams in agile environments, contributing to the design and testing of cloud based solutions.
- Responsible for deploying internal Linux based servers (Ubuntu, RHEL 9) using OpenStack, so ad-hoc testing could be performed for the product.
Associated Product Support Analyst
Remote | Previous - Previous
- Direct customer support to troubleshoot product related issues through the use of different tools including REST clients (Postman, Bruno), SQL, Cloudwatch, DataDog, ServiceNow, among others.
- Assume responsibility for providing first-level support to address immediate concerns and troubleshoot user inquiries.
- Skilled in people management and adept at cultivating strong client relationships, effectively addressing their needs and ensuring satisfaction in my role.