Open to opportunities

Esteban Cárdenas Rodríguez

@estebancrdenasrodrgu

Detail-oriented senior support engineer delivering high-SLO, evidence-based troubleshooting and end-to-end technical resolution.

Colombia

Message

What I'm looking for

I’m looking for a dynamic Support Engineering role where I can deliver evidence-based troubleshooting, keep SLOs over 95%, manage end-to-end tickets, and improve processes through log analysis, RCA, and clear communication—while collaborating closely with engineering.

I’m a detail-oriented, highly organized support professional with extensive experience in technical analysis, project and product management, and end-to-end support execution. I focus on evidence-based troubleshooting to confirm or rule out root causes with measurable results, while keeping SLOs over 95%.

In my current role, I manage technical support tickets from initial triage to resolution or escalation, maintaining clear communication and short turnaround times. I also reproduce and analyze issues to deeply understand system behavior—using data and logic validation rather than “just” building test cases.

I’ve provided advanced support for CTRM/ETRM applications used in global energy trading, and I’ve maintained business continuity by implementing scheduled jobs as temporary workarounds while long-term engineering fixes are developed. I’m recognized for log analysis/RCA, maintaining data integrity through parsing and troubleshooting, and handling highly confidential data with care.

Earlier, I supported financial operations and database systems—especially PostgreSQL—while delivering high-level technical reporting, effective bug/hotfix escalation, and strong growth in a short time. I also contribute to knowledge base improvement through articles and internal documentation, and I’ve delivered structured training sessions to help new employees ramp up quickly.

Experience

Work history, roles, and key accomplishments

Support Analyst

Gunvor Group

Jan 2025 - May 2026 (1 year 4 months)

Applied evidence-based troubleshooting to confirm or rule out causes with measurable results, and implemented scheduled job workarounds to maintain business continuity while engineering developed long-term fixes. Managed support tickets end-to-end and provided advanced support for CTRM/ETRM applications used in global energy trading.

Troubleshooting CTRM ETRM Support

Support Consultant

Quorum Software

Jun 2024 - Dec 2024 (6 months)

Minimized financial losses by swiftly identifying and resolving technical issues, and maintained data integrity through data parsing and troubleshooting. Managed client relationships, performed log analysis and root cause analysis, and used MSSQL for troubleshooting and script deployments while delivering structured training and internal documentation.

Client Technical Support Technical Troubleshooting Data Integrity Log Analysis Root Cause Analysis MSSQL Training Technical Documentation

Support Associate (L2)

Quorum Software

Mar 2023 - Jun 2024 (1 year 3 months)

Promoted to Support Consultant based on performance and performed similar L2 support tasks as the Support Consultant role.

L2 Technical Support Troubleshooting Log Analysis Data Integrity MSSQL

Technical Support Engineer

Simetrik

Aug 2022 - Mar 2023 (7 months)

Designed and implemented solutions for the financial operation of database systems, focusing on PostgreSQL. Conducted log analysis and root cause analysis, handled confidential data, escalated bugs/hotfixes, and produced technical reports based on compiled and analyzed information.

PostgreSQL Log Analysis Root Cause Analysis Technical Reporting

Student Monitor (Tech Support)

Universidad de los Andes

Jan 2019 - Jun 2019 (5 months)

Provided academic training and technical support, helping address improvement opportunities for companies using data management with Excel, Visual Basic, and SQL. Solved student questions, debugged code, and graded assignments.

Technical Instruction Excel Visual Basic SQL Debugging Grading