Ernesto Barrera
@ernestobarrera
I resolve complex SaaS, API, and integration issues for enterprise customers through precise technical troubleshooting.
MexicoWhat I'm looking for
At Vecna Robotics, I serve as the primary technical escalation point for enterprise clients using cloud-connected SaaS systems. I resolve API, integration, and platform issues using Postman, cURL, log analysis, trace data, and browser diagnostics.
I've investigated authentication failures, malformed payloads, webhook misconfigurations, TLS and DNS issues, HTTP/S errors, CORS problems, and data integrity concerns. Using Python and SQL, I automate log analysis and provide reproducible findings that have contributed to production fixes and hotfixes.
I also write approachable API runbooks and knowledge-base articles, improve support workflows with ChatGPT and GitHub Copilot, and maintain 98%+ SLA compliance across concurrent enterprise cases. Previously, I supported SaaS fleet-management customers while partnering with Product and Engineering on releases, bug validation, and scalable escalation guidance.
Experience
Work history, roles, and key accomplishments
Technical Support Engineer
Vecna Robotics
Jan 2023 - Present (3 years 8 months)
Primary customer-facing technical escalation point for enterprise clients; resolved complex integration, API, and platform issues across cloud-connected SaaS systems. Debugged API integration failures and web-layer connectivity problems, and used Python scripting and SQL queries to automate log parsing and investigate data integrity issues.
Technical Support & Logistics Coordinator
Coast to Coast Dispatch
Jan 2020 - Dec 2023 (3 years 11 months)
Provided Tier 1/2 technical support for a cloud SaaS fleet management platform, independently resolving integration and configuration issues. Diagnosed and resolved webhook delivery failures, API connectivity issues, and database query performance problems, and coordinated with Product and Engineering teams during software releases.
Education
Degrees, certifications, and relevant coursework
Instituto Politécnico Nacional
Master of Business Administration, Business Administration
2020 - 2023
Pursued a Master's in Business Administration at Instituto Politécnico Nacional from 2020 to 2023.
Instituto Tecnológico de Mérida
Bachelor of Engineering, Mechanical Engineering
2014 - 2019
Earned a Bachelor's in Mechanical Engineering with a specialization in Design & Manufacturing Automation from 2014 to 2019.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Job categories
Skills
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