Senior Technical Support Engineer

I work as part of a collaborative 24/7 technical support team responsible for monitoring, troubleshooting, incident response, and escalation management across HubSpot infrastructure, products, systems, and applications.

I own incidents from initial investigation through mitigation and resolution, communicate through tickets and Slack, and triage escalations from engineering and customer support teams. I continuously create and update procedures, runbooks, diagrams, and technical documentation while participating in rotating remote shifts, including weekends and holidays.

I acted as the technical focal point for customers, partners, and internal teams, investigating complex customer scenarios and delivering practical, innovative solutions under defined SLAs.

I collaborated with Product, R&D scrum teams, Customer Success, and Sales to improve platform supportability. My work included log investigation, known-issue and workaround management, and backend operations involving Docker, cloud environments, pods, and Kubernetes.

I delivered end-to-end premium technical support for Trend Micro customers, serving as a trusted advisor and taking ownership of complex technical issues from investigation through resolution.

I reproduced issues, performed advanced problem analysis, managed escalations using established methodologies, and collaborated with global teams to provide complete solutions. I also maintained current knowledge of the threat landscape, Trend Micro products, and security technologies while supporting an on-call rotation.

I provided direct enterprise support for Trend Micro messaging-related products, troubleshooting, isolating, and resolving reported software issues for customers.

I managed Select and Premium support relationships, delivered proactive technical advice, and worked with business-unit onsite engineering teams to resolve complex issues across customer network environments while maintaining high customer satisfaction.

I provided Level 2 technical support for Trend Micro messaging products, including proactive customer assistance, issue reproduction, troubleshooting, and advanced problem analysis.

I contributed to the internal knowledge base, escalated issues using Trend Micro methodologies, shared best practices, and collaborated with other teams to improve support quality and efficiency.

I delivered first- and second-level technical support for Trend Micro products installed or configured on supported Windows platforms. I supported customers, resellers, partners, and distributors through phone, email, and web-based communication.

I processed support cases, provided detailed product guidance, performed troubleshooting, escalated issues to core support teams when required, and contributed to customer satisfaction and project work.

I resolved escalated support tickets from Level 1 agents and provided guidance, solutions, and feedback to help frontline support staff resolve user issues effectively.

I handled transferred calls involving more complex issues, monitored ticket queues, and provided remote-control support to users until issues were resolved.

I provided technical support for Nokia Siemens Networks internal users, resolving LAN configuration, email configuration, account access, password recovery, data recovery, account creation, and printer-support issues.

I used advanced troubleshooting, remote control, technical analysis, and escalation procedures to deliver solutions in accordance with internal processes and quality standards.

I provided technical support for cordless phones, routers, and mobile phones, including configuration, troubleshooting, escalation, and reset operations.

I managed customer communications by phone and email for Italian and international markets, including the UK, Sweden, Norway, Finland, the Netherlands, and New Zealand.

I delivered training courses in Windows Server 2003 and network administration.

I supported learners in developing practical system administration and networking skills.

I worked as a help desk operator, technician, and Windows network administrator, providing technical assistance and managing financial files.

I also developed a Java application for monitoring the Siebel service.

I taught computer basics and Windows operating system courses.

I provided foundational IT instruction and practical guidance to course participants.

I provided help desk support and remote assistance using PC Anywhere, Terminal Server, and VNC.

I also worked as a Windows network administrator, supporting users and maintaining networked computer environments.

I worked as a computer technician providing Windows support and technical assistance.

I diagnosed and resolved hardware and software issues for users and customer environments.

I provided computer sales and technical assistance, including installation, configuration, and support of LAN networks.

My work covered network cabling, software setup, computer configuration, and customer support.

I served as a private volunteer in the Italian Navy and held the rank of Corporal.

I completed my term of service and was discharged at its expiration.

Completed secondary technical education in information technology and programming.