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Diego Rico

@diegorico

Technical Support Specialist at Shift4, resolving merchant issues across payment integrations, DNS, and connectivity while maintaining 25+ customer-focused help articles.

Colombia

Message

What I'm looking for

I’m looking for a support team that wants to use AI well, where I can help customers troubleshoot online issues and bring my hands-on experience with websites, hosting, and DNS.

At Shift4, I resolve phone and email cases for merchant accounts across POS software, the Lighthouse web portal, payment gateway integrations, caching, and connectivity. I use logs and database queries to investigate issues, then escalate them with reproduction steps Engineering can act on.

I also wrote and maintain 25+ knowledge-base articles based on the questions customers actually ask, helping reduce repeat tickets. I onboard merchants over screen share and explain setup, reporting, and technical issues in plain language.

Before Shift4, I handled chat and email support for online sellers at Teleperformance on Stripe-related questions, including payouts, invoicing, billing, disputes, and integration issues. At EXL, I monitored live performance for a 200+ agent support operation and tracked service metrics on a KPI dashboard.

With CiudadFuria, I built and host a web platform with a mobile app, an analytics panel, and a public site. I configured its DNS and custom domains, deployed it on Vercel and Cloudflare Pages with Supabase, and traced two silent data failures to their root cause.

Experience

Work history, roles, and key accomplishments

Current

Founder, Builder & Operator

Current

CiudadFuria

Jan 2026 - Present (9 months)

Built and host a live web platform: a mobile web app for citizens, an analytics panel with role-based access, and a public site, deployed on Vercel and Cloudflare Pages with a Postgres database on Supabase. Configured the domain's DNS records, connected custom domains to each deployment, and set up email on the domain.

Web Development Mobile Web Analytics Role based Access Vercel Cloudflare Pages Supabase PostgreSQL DNS Custom Domains Email Setup Production Checks Root Cause Analysis

Current

Technical Support, Tier 2

Current

Shift4

Feb 2024 - Present (2 years 8 months)

Resolve phone and email cases for 50+ merchant accounts per week across POS software, the Lighthouse web portal, payment gateway integrations, caching and connectivity, inside SLA. Troubleshoot from logs and database queries, spot recurring issues across accounts, and escalate to Engineering with reproduction steps.

Phone Support Email Support POS software Payment Gateways Troubleshooting Logs SQL DNS Knowledge Base Writing Training Zendesk Jira Salesforce

Real-Time Analyst (Operations Performance Lead)

EXL

Feb 2023 - Feb 2024 (1 year)

Owned live SLA and performance monitoring for a 200+ agent support operation, sustaining 95%+ SLA adherence. Tracked CSAT, AHT, ASA and occupancy on a KPI dashboard and presented daily reports to managers and client stakeholders.

SLA Monitoring Performance Monitoring KPI Dashboards CSAT AHT ASA Occupancies Reporting Stakeholder Management

Mission Controller, Real-Time Analyst

Teleperformance

Mar 2022 - Dec 2022 (9 months)

Monitored performance across a Latin America operation and alerted supervisors when a team needed intervention.

Real time Monitoring Performance Monitoring Alerting Supervision

SMB Support, Online Payments

Stripe

Jun 2021 - Mar 2022 (9 months)

First-contact resolution over chat and email for online sellers: payouts, invoicing, billing, disputes and integration issues, including stores running on WordPress. Investigated and prevented thousands of fraudulent transactions per month in a 24/7 operation.