Bilingual Cloud Identity & Technical Support Engineer

I am a bilingual technical support professional with more than 8 years of experience in cloud identity, security, and enterprise support across SaaS and e-commerce environments.

I specialize in Microsoft Entra ID (Azure AD), including Conditional Access, MFA, and SSO implementations using SAML and OAuth. I have built strong hands-on experience troubleshooting authentication issues, analyzing logs, and resolving complex Tier 2 escalations.

In my recent role as a Tech Support Engineer, Cloud Identity, I supported enterprise clients by diagnosing identity and access problems, strengthening authentication security, and helping improve product reliability through close collaboration with engineering and product teams.

Before that, I worked as a Customer Success Manager, where I served as a subject matter expert and trusted technical point of contact for clients. I helped administrators with implementation best practices, security configurations, and compliance-focused guidance.

My background also includes several years at Amazon as an Investigation Specialist, where I led fraud and risk investigations, restored secure access to compromised accounts, and contributed insights that improved detection and security workflows.

I am now actively transitioning toward a cloud or identity engineering role, bringing together technical troubleshooting, security analysis, client advisory, and cross-functional collaboration.

I am based in Costa Rica and work fluently in Spanish and English.