Open to opportunities

Felix javier Carmona Flores

@felixjaviercarmonafl

Message

I lead technical escalations for AI-powered SaaS platforms and resolve complex production issues.

Dominican Republic

Message

What I'm looking for

I'm looking to lead complex technical escalations for SaaS or AI-powered products, partner closely with Engineering and Product, improve reliability and support workflows, and mentor technical support engineers.

At Instantly.ai, I lead L2/L3 technical escalations for an AI-powered SaaS platform, taking investigations from issue reproduction through root cause analysis and resolution.

I investigate production issues across REST APIs, authentication, DNS, email deliverability, integrations, campaigns, and AI-powered workflows. I partner with Engineering and Product to reproduce defects, validate fixes, improve reliability, and reduce recurring customer issues.

I've also supported premium and enterprise customers at Upwork and led technical support operations at Altice Dominican Republic, coaching teams and resolving broadband, telephony, and account issues while meeting SLA targets.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Engineer Team Lead

Current

Instantly.ai

Jul 2025 - Present (1 year 2 months)

Lead L2/L3 technical escalations for an AI-powered SaaS platform, owning investigations from reproduction through root cause analysis and resolution. Partner with Engineering and Product teams to improve platform reliability and mentor support engineers.