Professional Summary

Support engineer with 5+ years helping real people solve real problems across web hosting, WordPress, WooCommerce, and SaaS platforms. I believe great support starts with empathy — listening to what the customer actually needs before jumping to a fix. At DreamHost,, I resolved 40+ Level 2 escalations daily while maintaining 98% SLA, and volunteered across teams because I think the best problem-solving happens when support and engineering work together, not in silos. I also run my own WooCommerce store (a specialty coffee brand), so I know what it feels like to be on the other side of a support ticket. In a world where AI is changing how we work, I’m focused on using these tools to create more space for the human connection that makes support actually meaningful.

Technical Skills

WordPress & WooCommerce

WP-CLI Theme / Plugin Troubleshooting Block Editor WooCommerce SEO (Yoast) PHP Customization Jetpack

Infrastructure & Hosting

Linux Bash SSH DNS SSL/TLS SMTP/IMAP/POP3 Apache Nginx MySQL AWS EC2/S3 CloudWatch Route 53 Grafana iptables DDoS Mitigation

Development & Tools

PHP HTML CSS Git / GitHub phpMyAdmin REST APIs Jira Snowplow

AI & Automation

Claude Prompt Engineering Claude Code Agentic Workflows Remixer AI Liftoff AI Builder Workflow Automation

Professional Experience

Support Engineer

Snowplow Analytics

Apr 2026 – Present

Provide technical support for Snowplow’s behavioral data platform, troubleshooting data pipeline issues for enterprise clients across cloud infrastructure (AWS/GCP).
Collaborate with engineering and product teams to resolve complex data collection and tracking implementation issues.
Create and maintain technical documentation, reducing repeat inquiries and improving customer self-service.

Technical Support Specialist (Level 2)

DreamHost

Aug 2022 – Mar 2026

Impact: Resolved ~40 escalated tickets daily covering DNS, SSL, WordPress, email, and database issues while maintaining 98% SLA compliance.
Impact: Reduced average resolution time by 20% through proactive server-side log analysis via SSH and systematic root-cause identification.
Initiative: Volunteered 4 hours/week with TechOps monitoring infrastructure via Grafana, writing bash scripts to restart Apache servers, troubleshooting high-load events, and mitigating DDoS attacks via iptables.
Initiative: Led an AI-powered customer retention project, building 100+ targeted landing pages with DreamHost’s Remixer AI and Liftoff AI Builder to re-engage churning customers and reduce cancellation rates.
Teamwork: Worked closely with engineering to escalate recurring bugs, and rewrote internal knowledge-base articles so the whole support team could resolve common issues faster.
Deployed and troubleshot web applications using WP-CLI and SSH, improving deployment success rates for customers.

Technical Support Consultant

QuadCode (IQ Option)

Oct 2020 – Aug 2022

Delivered multilingual support (English / Spanish / Portuguese) for an online trading platform serving 2M+ users, achieving 95% CSAT.
Managed KYC verification and payment processing issues (e-wallets, cards, wire transfers), ensuring regulatory compliance.
Identified and reported price-chart glitches to the development team, coordinating fixes that minimized platform downtime.
Served as Android application beta tester, providing structured feedback that improved mobile UX before public releases.

Projects & AI Fluency

Zenda Specialty Coffee

Built and manage a specialty coffee e-commerce business on WordPress/WooCommerce from the ground up: product catalog with complex variations, payment gateway, Colombia shipping, SEO, and Instagram marketing.
Designed the full website using AI-assisted development (Claude), including SEO-optimized product descriptions, landing pages, and brand copy.

AI-Powered Workflows & Tools

Use Claude and AI agents daily for technical troubleshooting, code generation, business strategy, content creation, and complex research workflows, going beyond prompting into structured multi-step automations.
Experience with Claude Code for development projects and agentic AI workflows combining research, analysis, and content generation in automated pipelines.
Built AI-powered retention landing pages at DreamHost, demonstrating practical AI application to real business problems with measurable outcomes.

Education

B.S. Environmental Engineering

Universidad Central de Colombia

2020

Certifications

Cloud Computing Professional & Associate

ITCertificate , Dec 2024

English C1 CEFR

British Council , 2023

Linux Administration & Shell Scripting

Udemy , 2023

PHP Development