Summary
Customer Support Specialist with 8+ years working high-volume B2B SaaS support queues for global
enterprise customers. Resolved 1,882 tickets while holding First Response Time under 3 hours and a
4.8/5 average customer satisfaction score, delivering a working solution in the very first reply rather
than an acknowledgment. Combines hands-on debugging (JSON, SQL, Python) with a habit of turning
recurring issues into clear bug reports for QA and development teams and into help center articles that
deflect repeat tickets. Atlassian Certified Expert Emeritus with eight credentials and ten accreditations;
supports customers bilingually in English and Spanish.
Core Competencies
- Incident management, ticket triage, and resolution
- SLA management and escalation handling
- Root cause analysis (JSON, SQL, Python)
- Jira Cloud and Data Center administration
- Jira Service Management (ITSM) and Confluence
- Data Center to Cloud migrations
- Marketplace apps: CMJ, Project Configurator, TFS4JIRA, Comala, JSU, Agile Poker
- Rovo and AI automation
- Knowledge base authoring and documentation design
- Customer training, onboarding, and mentoring
- Reporting and dashboards
- Model Context Protocol (MCP) server development
- AI-assisted troubleshooting and response drafting
AI Tooling
- Built a custom MCP server for Jira covering capabilities missing from Atlassian's official MCP, such as automation rule creation, that learns with each rule it builds.
- Uses AI coding agents daily (Claude Code, OpenCode, Copilot) plus assistants like NotebookLM to speed up troubleshooting, log analysis, and first-response drafting on customer tickets.
Experience
Senior Customer Support Engineer
ServiceRocket · Santiago, Chile · December 2025 – Present
- Owns key enterprise customer accounts across SaaS and research sectors, covering first response, ongoing contact, and monthly reporting.
- Acts as senior escalation point for teams managing several Fortune 500 accounts.
- Automated the annual customer HealthCheck with platform-limit and configuration metrics, reducing manual effort from 50% to 10%.
- Rebuilt monthly reporting into a direct client deliverable and built JSM dashboards tracking SLA response, open cases, and team workload.
- Built internal tooling adopted team-wide, including an engagement report generator and delivery status scripts for tech leads.
Senior Product Support Engineer @ Appfire
ServiceRocket · Santiago, Chile · August 2024 – December 2025
- Promoted to senior engineer and subject matter expert for six Marketplace apps: Configuration Manager, Project Configurator, TFS4JIRA, Comala Document Management, Agile Poker, and JSU.
- Served as the team's main escalation point, taking over complex cases other engineers could not resolve.
- Selected for the Hypercare pilot program, handling large-scale migrations and feeding improvements into the company's migration playbook.
- Represented Support in weekly development meetings, sharing user feedback and pushing bug fixes to release.
- Created and led training sessions on administrative tools, integrations, and document management apps; mentored new hires on Jira and Confluence best practices.
- Improved team operations with custom dashboards for individual engineers and manager-facing reporting.
Product Support Engineer @ Appfire
ServiceRocket · Santiago, Chile · October 2022 – August 2024
- Resolved 1,882 technical support tickets across Jira Cloud and Data Center for customers worldwide, maintaining a 4.8/5 average CSAT score.
- Held First Response Time under 3 hours by delivering a working solution in the very first email instead of an automated acknowledgment.
- Provided recurring technical assistance to major global technology and finance enterprise accounts.
- Authored 50+ knowledge base articles that cut resolution time for customers and fellow agents.
- Debugged customer workflows directly using JSON, SQL, and Python to isolate root causes.
- Partnered with QA to reproduce recurring bugs and accelerate permanent fixes; delivered extra coverage during critical migration windows.
Support Analyst (Atlassian)
Solutions 4 Everyone · Santiago, Chile · October 2017 – October 2022
- Delivered end-to-end Jira and Confluence implementations and migrations across Cloud and Data Center, owning estimates, monitoring plans, and the customer relationship.
- Built custom workflows and automation rules with JMWE, JMCF, and Jira Workflow Toolbox, matched to each client's business processes.
- Implemented ecosystem apps including Insight (Assets), EazyBI, and Xray; configured Bitbucket, Bamboo, and Sourcetree for CI/CD pipelines.
- Ran interactive client training sessions and post-migration consulting to drive tool adoption.
Selected Engagements
- Global logistics software provider: built a multithreaded script mapping custom field data into Cloud Assets for over 1.5 million items within API limits, completing in 5 days work that would have taken months manually.
- Direct-to-consumer retail brand: tech lead for an ITSM implementation that passed UAT cleanly and expanded through a change order; delivered a Rovo agent that rewrites ticket summaries automatically.
- Professional networking platform: engineered cleanup scripts that identify high-usage spaces and generate optimized schemes across a 700+ space environment.
- Digital health company: completed an Asana-to-JSM migration over a single weekend at short notice, protecting the customer's deadline.
- Atlassian ATP: delivered 20+ hours of certified Jira training on Atlassian's behalf to enterprise clients in finance, government, and logistics.
Certifications
- Atlassian Certified Expert (ACE) Emeritus
- Atlassian Professional Certifications: ACP-120, ACP-420, ACP-520 (Cloud Organization Administration), ACP-620
- ACH-800: Rovo Fundamentals
- Cloud Migration Technical Delivery Accreditation
- Certified ATP Instructor, delivering certified Jira training on behalf of Atlassian
- ITIL® Foundation Certificate in IT Service Management
- Eight Atlassian credentials and ten accreditations in total
Leadership
Leads the ServiceRocket internship program end to end: designed its progression across platform
administration, migration accreditation, and ITSM delivery, placed interns on live customer work each
cohort, and personally mentored 12 interns across three cohorts. Six have been hired as full-time engineers.
Education
Bachelor of Engineering in Computer Science (in progress)
VIU – Universidad Internacional de Valencia · 2025–2029
Languages
Spanish (native) · English (professional working proficiency) · Italian (elementary)
