Augusto Quintana (Engineer)

Technical Support Specialist with over a decade of experience providing L1 and L2 support for SaaS platforms and enterprise environments. Skilled in multi-channel troubleshooting, incident investigation, ticket management, and escalation. Proficient in Jira Service Management, Salesforce CRM, and Confluence, with additional experience in SQL, log analysis, and technical documentation. C2 Professional English with daily use in support, vendor communication, and user guides.

Technical Support Specialist at ServiceTitan (Under Everise contract) (2023-02 – 2025-09)

• Provided L1 and L2 support for a SaaS platform serving US-based customers, resolving ~100 multi-channel cases per week through phone, chat, and email.
• Personally resolved ~90 cases within the same week through structured triage, incident analysis, and root-cause investigation.
• Managed support cases and escalations in Jira Service Management, coordinating with Product and Engineering teams.
• Produced English-language technical documentation and solutions, using Confluence for knowledge sharing and internal collaboration.

Senior Infrastructure & Security Support Technician at Sosnet (2011-01 – 2022-04)

• Provided technical support and troubleshooting for enterprise infrastructure across multi-client MSP environments, resolving connectivity, authentication, and access issues.
• Administered and customized OpenCRM for client relationship management, tracking interactions, and supporting service workflows.
• Implemented and self-hosted the Kayako ticketing platform, deploying and maintaining the company's primary case-management solution for several years.
• Restored a full production outage by reviewing 4,000+ logs to determine root cause, diagnosing swapped public IPs and gateway addresses across three firewall interfaces.

Computer Science, Systems & Physics Teacher / Software Developer at Lipecun (2007-04 – 2010-12)

• Developed front-end and back-end functionality using HTML, PHP, JavaScript, and SQL, including designing and building a MySQL/PostgreSQL database with role-based access.
• Designed and delivered Computer Science, Systems, and Physics curricula, producing instructional materials and user guides for approximately 1,000 students.

Systems and Computing Engineering – National University of Colombia (2023-02)