Technical Support L1/L2
Resolution of technical and functional incidents, API diagnosis, front-end, and user accounts.
Request supportAvailable for remote / international roles
Jesús Ferreira
AI Integration & Technical Support Analyst
L1/L2 technical support, API and systems monitoring, ecommerce integrations, and AI automation.
What I offer
Services
Systems & API Monitoring
Proactive monitoring, performance analysis, and reduced response times on critical incidents.
Request monitoringIntegrations (APIs & Webhooks)
Connecting ecommerce platforms with core systems via REST APIs and webhooks.
Request integrationAI Automation (in development)
Assistant prototypes with LLMs, contextual memory, and privacy evaluation.
Discuss AILearn more
About me
Customer and Systems Support Analyst with 3+ years of experience in software environments, specialized in the agile resolution of technical and functional incidents. Expert in data analysis to generate usage and adoption reports, monitor SLAs, and improve the customer experience.
I act as a bridge between users and Customer Success and Development teams, using JIRA, Dynatrace, and SQL to ensure customer satisfaction and platform stability. Remote work for Envíame Latam; prior experience in banking (Banco Atlas) and telecommunications. Upper-intermediate English. Academic excellence scholarship (GPA 5/5).
Experience
3+ years
Support & Systems
Education
B.S. in Systems Analysis
Technical High School Diploma in Computing
Professional experience
Experience
Support Analyst
- Monitor the performance of critical shipping and returns systems, detecting and following up on errors across front-end, APIs, and user accounts.
- Work with development teams to diagnose issues, test fixes, and apply support protocols using guides, templates, and test scripts.
- Connect ecommerce platforms with core systems through APIs and webhooks.
Technical Support & Maintenance Analyst (Digital Services)
- Reduced response time on critical incidents by 15% through proactive API monitoring with Dynatrace and Nagios.
- Extracted and analyzed data from PostgreSQL and Oracle databases to produce system performance and platform usage reports.
- Collaborated with product and engineering teams in an agile environment using JIRA and Git, providing technical feedback for service improvements.
- Developed and maintained SQL and PL/SQL queries and stored procedures to improve process efficiency.
Technical Support (Field Services)
- Provided technical and functional support to users, remotely diagnosing and resolving faults in FTH/DTH services.
Technical Support
- Resolved customer inquiries and incidents for mobile services, focused on customer satisfaction.
Featured work
Projects
AI Assistant for Slack (in development)
Problem: team needs a contextual assistant in Slack.
Solution: bot prototype with the DeepSeek API and contextual memory; Phase 2 proposal.
Technologies: Slack API, DeepSeek API, prompt design.
Result: prototype in development; proposal under review.
SIFEN Electronic Invoicing Integration (in development)
Problem: connect business invoicing with SIFEN.
Solution: web system design for invoicing integration.
Technologies: Web, integrations, APIs.
Result: in design/development; no public demo.
NailsBetti Website (client)
Problem: business needed responsive web presence.
Solution: responsive site deployed on Netlify with GitHub.
Technologies: HTML, CSS, JavaScript, Netlify.
Result: deployed; demo/code on request.
Explore my
Skills
Databases
- SQL — Advanced
- PL/SQL — Advanced
- PostgreSQL — Intermediate
- Oracle DB — Intermediate
Monitoring & Support
- JIRA — Advanced
- Dynatrace — Intermediate
- Nagios — Intermediate
- Postman — Intermediate
- Git — Intermediate
Programming
- Java — Intermediate
- Python — Basic
- JavaScript — Basic
- HTML/CSS — Intermediate
Integrations & AI
- REST APIs — Basic
- Webhooks — Basic
- E-commerce — Advanced
- Excel / Office 365 — Advanced
- LLM APIs (DeepSeek), prompts, RAG — In progress
Get in touch