Alejandro Martinez

Customer Support Engineer with hands-on experience in POS systems, digital payments, and technical incident management within banking and fintech environments. Skilled in advanced troubleshooting, log analysis, transaction tracing, and integration flows across payment platforms and processors. Experienced using Jira, Azure Boards, DevOps, Salesforce, Microsoft D365, and Power BI.

Previously worked in Order Management and Sales Operations, supporting Salesforce-to-D365 data validation, contract analysis, and billing accuracy for U.S.-based clients. Strong background in high-volume ticket handling, remote work environments, and bilingual communication (English/Spanish). Recognized for analytical thinking, cross-team collaboration, and precise, customer-focused technical communication.

Customer Support Engineer at KinPOS Corporation (2025-08 – Present)

• Manage technical and functional incidents for POS solutions and payment integrations.
• Perform advanced troubleshooting through log review, transaction tracing, and integration diagnostics.
• Handle end-to-end ticket management using Jira, prioritizing critical production issues.
• Collaborate with Development, QA, and Operations teams to escalate bugs and support product stability.
• Prepare technical reports and communicate findings clearly to financial clients.
• Support version validation, configuration checks, and testing in payment environments.

Order Entry Associate at Anthology Inc (2024-07 – 2025-07)

• Validated sales opportunities in Salesforce, ensuring accuracy prior to invoicing.
• Managed data migration and contract alignment within Microsoft D365.
• Used Power BI to analyze legacy contracts, identify discrepancies, and support billing corrections.
• Processed high-volume orders during peak cycles, maintaining data accuracy and deadlines.
• Provided operational support to billing teams and verified system-related issues.

Caseworker at Plan B Immigration Solution Services (2023 – 2023)

• Assisted clients with visa and permit processes for Canadian immigration.
• Prepared and reviewed documentation in English and Spanish.
• Managed inquiries, timelines, and requirements with accuracy and professionalism.
• Delivered remote customer support during the entire application process.

Allied Payment Support Agent at Rappi (2020 – 2021)

• Managed payment, billing, and platform-related tickets for business partners.
• Handled high-volume inquiries with clear, solution-oriented communication.
• Reviewed and escalated complex cases as needed.

Onboarding Associate at Cabify (2019 – 2019)

• Activated and onboarded drivers using Salesforce.
• Managed tickets and requests through Zendesk.
• Performed advanced Excel tasks: pivot tables, VLOOKUP, filtering, and basic automation.

Technologist in Software Analysis and Development – Servicio Nacional de Aprendizaje (SENA) (2022 – 2025)

Technologist in Accounting and Finance – Servicio Nacional de Aprendizaje (SENA) (2011 – 2013)