Looking for a job

Jessica Guereca

@jessicaguereca

Technical Support Specialist with 13+ years troubleshooting SaaS systems, identity access, and ticket escalations for remote teams.

Mexico

Message

What I'm looking for

I’m looking for a role where I can own technical support for SaaS and end users—handling escalations, identity/access, and ticketing with Zendesk/Salesforce—while collaborating asynchronously with remote teams and improving processes.

I am an Information Technology professional with over 13 years of work experience, including more than 5 years specializing in remote customer and technical support for SaaS and technology companies.

Throughout my career, I have helped customers resolve technical, billing, account, and product-related issues while delivering high-quality customer experiences through email, chat, and ticket-based support. I have experience working with platforms such as Salesforce, Jira, Stripe, and cloud-based applications, managing customer inquiries, troubleshooting issues, processing account changes, coordinating escalations, and collaborating with cross-functional teams.

One of my strengths is my ability to combine technical problem-solving with clear and empathetic communication. I enjoy investigating issues, identifying patterns, documenting solutions, and helping improve support processes and customer satisfaction. I am highly organized, detail-oriented, and comfortable managing multiple priorities in fast-paced remote environments.

I am bilingual in English and Spanish and have experience supporting international customers and working with distributed teams across different time zones.

My interests include Customer Support, Technical Support, Support Operations, Customer Experience, Documentation, Knowledge Management, Content Operations, and other remote-first roles where I can contribute through problem-solving, process improvement, written communication, and customer advocacy.

I am currently seeking remote opportunities with companies that value collaboration, continuous learning, customer-centric thinking, and operational excellence.

Experience

Work history, roles, and key accomplishments

Email & SMS Support Specialist

Zeeto

Dec 2024 - Jun 2025 (6 months)

Managed email and SMS customer support using automated responses, handling inquiries and unsubscribe requests. Administered Active Directory and Outlook mailboxes, generated and escalated tickets in JIRA, and supported email/SMS campaign operations.

Ticketing (JIRA)Email Support Outlook Mailboxes User Access Management Campaign Operations Troubleshooting Windows MacOS Mac SMS Marketing SMS Social Media Marketing Strategic Planning Strategic Thinking Strategy Strategic Sales Ticketing (Jira)SLA Slack

Technical Support Engineer

Docker Inc.

Oct 2021 - Mar 2024 (2 years 5 months)

Provided technical support through Zendesk and Salesforce ticketing platforms. Troubleshot user issues and supported resolution workflows by escalating as needed.

Greenlight Expert /

Uber

Feb 2020 - Jul 2021 (1 year 5 months)

Logged, tracked, and escalated service tickets for driver and delivery partner support. Provided documentation verification and technical/security guidance for app usage, including payment and ride-related in-app passenger support.

IT Analyst

Durango State Government

May 2014 - Oct 2019 (5 years 5 months)

Provided IT and administrative support for state tax and vehicle registration services. Managed user accounts and permissions in Active Directory and email systems, validated users via biometric systems, and escalated technical/data issues through JIRA.

Administrative Assistant

UNIVER Study Center

Jan 2013 - Apr 2014 (1 year 3 months)

Resolved customer incidents related to account management, access permissions, and subscription services. Supported Moodle administration and authentication (including 2FA), created reporting/attendance systems, and coordinated onboarding and incident resolution with internal teams.

Service Desk Analyst

Tata Consultancy & Services

Jun 2012 - Sep 2012 (3 months)

Delivered remote technical support and troubleshooting for enterprise users. Managed Active Directory accounts and Outlook configurations while developing knowledge base articles, training materials, and process improvements.