Get notifications about new remote jobs right in your browser! › I am a Technical Support Engineer with advanced experience supporting enterprise software platforms and cloud environments in customer-facing roles. I specialize in troubleshooting complex technical issues, analyzing logs and metrics, and working closely with engineering teams to resolve incidents efficiently.
I have a strong background in Microsoft Azure monitoring and automation services, along with solid networking fundamentals and system diagnostics. I am comfortable working in Linux environments and helping customers with deployment, configuration, and operational best practices.
My technical experience includes Azure Virtual Machines, Azure Storage, Azure Kubernetes Service, Azure Arc, Azure Monitor, Log Analytics, Azure Workbooks, Azure Managed Grafana, Azure Managed Prometheus, Azure Automation, Azure Update Manager, Azure Resource Manager, Azure Policies, Microsoft Entra ID, and Microsoft Intune.
I have also worked with Kusto Query Language, Python, SQL, Hyper-V, VMware, Windows Server, and Windows Desktop environments. My support background has strengthened my customer service, collaboration, critical thinking, and problem-solving skills.
In my recent role as Technical Support Engineer II at Tek Experts on the Microsoft Enterprise Account, I provided advanced support for enterprise customers, investigated incidents, collaborated with IT teams, escalated product defects, and documented troubleshooting procedures.
Earlier in my career, I gained customer support and troubleshooting experience at Dialog Direct and Sykes, where I handled case management, technical support, and team escalations. I am fluent in English and Spanish, with basic Portuguese knowledge, and I am based in Costa Rica.
Provided advanced technical support for enterprise customers using Microsoft Azure monitoring and automation services. Investigated complex system incidents using logs, metrics, and diagnostic tools across distributed cloud environments. Collaborated with customer IT teams to troubleshoot configuration, connectivity, and deployment issues. Escalated product defects to engineering teams and provided detailed diagnostic information. Documented troubleshooting procedures and guided customers in configuring monitoring solutions independently.
Provided customer support and case management for service programs. Maintained detailed documentation and ensured timely resolution of customer issues.
Provided customer service and technical troubleshooting for AT&T mobile device users. Promoted to Floor Support Agent to assist team members with troubleshooting, product knowledge, and escalations.
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