Open to opportunities

andres saiz cortez

@andressaizcortez

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Senior Customer Engineer focused on uptime, troubleshooting, and seamless customer-facing technical delivery.

Colombia

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What I'm looking for

I’m looking for a customer-facing engineering role where I can own reliability, partner with engineering, and turn complex issues into clear fixes—supported by strong tooling, fast feedback loops, and a culture that values documentation and continuous improvement.

I bring a combination of broad technical support experience and strong Web3 exposure. Across Amazon Ring, Binance, TAI Software, and Equinix, I’ve worked with a wide range of tools including Zendesk, Freshdesk, Salesforce, Jira, Slack, Discord, Postman, Swagger, SQL, DBeaver, TablePlus, AWS, Azure, Grafana, Splunk, DataDog, Metabase, HubSpot, Microsoft 365, Linux, Docker, and Oracle Database. My work has included troubleshooting technical issues, supporting APIs and integrations, documenting processes, reproducing bugs for engineering teams, and helping both technical and non-technical users. On the Web3 side, my experience at Binance gave me hands-on exposure to crypto operations and tools such as MetaMask, OpenSea, CoinMarketCap, NFTs, OTC workflows, and sub-accounts, and my ongoing DeFi studies have further strengthened my understanding of blockchain and its practical applications.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Engineer

Current

Equinix

Jan 2023 - Present (3 years 4 months)

Created and maintained technical documentation for procedures, configurations, and troubleshooting. Oversaw IBX facility monitoring and supported client critical infrastructure uptime while handling support cases via SFDC and Freshdesk.

Oracle Database Administration Linux SQL Zabbix Splunk Grafana Docker AWS Freshdesk

Technical Support Engineer 2

TAI Software

Jan 2023 - Jan 2024 (1 year)

Performed manual testing, reproduced issues for development teams, and translated bugs into Jira tasks. Managed enhancement requests and supported integrations involving Microsoft Azure, APIs, Swagger/Postman, and customer support workflows.

Manual Testing Jira Postman Swagger Microsoft Azure SQL HTML CSS Zendesk Slack

Technical Support Engineer (VIP)

Binance

Jan 2021 - Jan 2023 (2 years)

Resolved complex technical escalations for high-stakes trading platforms, APIs, OTC desks, and sub-accounts, maintaining 99.9% uptime SLAs for mission-critical crypto operations. Partnered with product and engineering teams on root-cause analysis for production issues affecting institutional workflows (including Metamask).

SLA Management Escalation Handling Root Cause Analysis SQL Microsoft 365 Support Freshdesk Webex Datadog Metabase

Technical Support Especialist

Binance

Dec 2020 - Dec 2022 (2 years)

Resolved complex VIP and institutional technical escalations for trading platforms and OTC desks while collaborating on root-cause analysis for production issues. Provided priority customer support and maintained 99.9% uptime SLAs for mission-critical crypto operations.

API Support Root Cause Analysis SQL Freshdesk Webex MetaMask

Technical Support Specialist

Amazon Ring

Jan 2020 - Jan 2021 (1 year)

Diagnosed and resolved customer technical issues efficiently and supported firmware updates to keep devices current. Bridged complex technology and user-friendly guidance for smart home systems, helping users utilize their Ring devices effectively.

Technical Troubleshooting Zendesk Firmware TeamViewer Customer Support Smart Home Amazon Connect