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Gary Vargas

@garyvargas

Tier 2 Technical Support Specialist moving into Support Engineering & Integrations | APIs, JSON, webhooks, n8n | 10+ yrs | English C2

Colombia

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What I'm looking for

I'm looking to move toward Technical Support Engineering, Integrations, and Solutions, building on my Tier 2 support experience and hands-on work with APIs, webhooks, n8n, and AI-assisted workflows.

Tier 2 technical support professional with 10+ years across SaaS, logistics, healthcare and fintech, now moving toward Technical Support Engineering, Integrations and Solutions. My day-to-day is the technical layer of support: investigating API behavior, JSON payloads, logs and data, reproducing defects and giving Engineering clear root-cause reports.

I currently support a Transportation Management System (Salesforce): integrations, EDI, permissions, workflows. To make the next step, I'm building hands-on skills with n8n, webhooks, REST APIs, Postman and OpenAI through public portfolio projects (basic JavaScript and SQL, Python in progress).

I'm looking for Technical Support Engineer, Integration Support or Solutions roles where I can grow into automation and AI-assisted workflows. English C2, Spanish native, French B1.

Experience

Work history, roles, and key accomplishments

Current

Help Desk Support Specialist

Current

Lean Tech

Jul 2025 - Present (1 year 3 months)

Provide Tier 2 technical support for an enterprise Transportation Management System through Salesforce, investigating application behavior, workflows, data, and configuration issues. Investigate incidents using logs, JSON payloads, API behavior, and workflow analysis, including data validation across transportation and billing workflows.

Salesforce Tier 2 Support Troubleshooting Log Analysis JSON APIs Workflow Analysis EDI Knowledge Base AI Prompting

CX Support Specialist II

Passport Global

Jun 2025 - May 2026 (11 months)

Delivered Tier 2 support for international logistics operations serving B2B customers and end users. Investigated operational issues affecting customs, cross-border shipping, and carrier workflows.

Tier 2 Support Logistics Escalation Management Defect Documentation AI assisted Documentation Multilingual Support

T2 Central Support Specialist

Carbon Health

Jan 2024 - Mar 2025 (1 year 2 months)

Provided advanced Tier 2 support for healthcare operations, assisting frontline specialists with complex technical and operational cases. Investigated production issues and partnered with Product and Engineering through structured escalations.

Tier 2 Support Healthcare Operations Escalation Management Troubleshooting System Administration

Technical Support Specialist

Wishpond

Mar 2022 - Sep 2023 (1 year 6 months)

Diagnosed and resolved issues across CRM, websites, campaigns, and customer configurations, including HTML, CSS, and JavaScript, via chat, email, and phone. Guided customers on platform best practices.

CRM HTML CSS JavaScript Troubleshooting Customer Support

Technical Support Specialist

Deel

Aug 2022 - Apr 2023 (8 months)

Investigated payment, onboarding, and platform issues using Zendesk, Jira, Slack, and Google Sheets, coordinating with internal teams in a remote, fast-paced environment.

Zendesk Jira Slack Google Sheets Fintech Troubleshooting

Sr. Quality Analyst

Concentrix

Jul 2019 - Feb 2022 (2 years 7 months)

Built Excel and Google Sheets dashboards and analyzed operational KPIs. Ran audits and coaching and designed performance improvement plans that raised CSAT from 75% to 90% within three months.

Excel Google Sheets KPI Analysis Dashboarding Audit Coaching Performance Improvement