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Joel Sebastián Quintero Pardo

@joelquintero

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Senior Technical Support leader resolving complex incidents across SaaS, cloud, and network security.

Colombia

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What I'm looking for

I’m looking for a team-lead Technical Support role that rewards ownership of end-to-end incident resolution, strong SLA/KPI execution, and growth into network security and threat detection through hands-on cybersecurity work.

I’m a Technical Support professional with 8+ years resolving complex incidents in SaaS, enterprise, and cloud environments. I diagnose problems fast, adapt quickly to new platforms, and own issues end-to-end until resolution.

I’ve led technical teams while managing KPIs, escalations, and SLA performance. In past roles, I improved delivery turnaround by automating reporting workflows, standardized escalations, and reduced escalations through structured coaching.

My support depth spans advanced diagnostics on Windows/macOS, TCP/IP, log analysis, API/integration debugging, and web application support. I’ve supported major platforms like HubSpot (CRM/CMS/Marketing), Google Workspace, Zendesk, and ServiceTitan, and worked with SQL (MySQL) and reporting (Power BI).

Right now, I’m pursuing the Fortinet NSE certification path, focused on network security fundamentals and threat detection. I’m especially motivated by roles that combine reliable customer-facing incident handling with network security and threat analysis.

Experience

Work history, roles, and key accomplishments

Team Project Manager

Pareto AI

Sep 2025 - Feb 2026 (5 months)

Led a technical team supporting Generative AI projects, serving as primary escalation point for integration failures between AI platforms and databases. Managed team KPIs and coached agents to maintain delivery SLAs, while supervising dataset quality control to ensure data integrity.

Generative AI Data Quality KPI Tracking SLA Management Escalation Handling Log Analysis Integrated Database

Service Delivery Coordinator

Reologic

Jun 2024 - Jun 2025 (1 year)

Coordinated technical service delivery for corporate clients, maintaining above 95% satisfaction across accounts. Reduced delivery turnaround by 25% by automating reporting workflows and standardizing escalation procedures during critical incidents.

Service Delivery Client Liaison Incident Management Escalations Process Standardization

Technical Support Specialist

HubSpot

Sep 2023 - Apr 2024 (7 months)

Resolved 100+ complex monthly incidents across HubSpot Marketing Hub, Sales Hub, and CMS, including API integrations, workflow logic, and configuration issues. Collaborated with engineering to reproduce and escalate product bugs, reducing time-to-fix on recurring issues.

HubSpot Marketing Hub CMS Troubleshooting Log Analysis Escalation Management

Technical Support Supervisor

Everise (ServiceTitan)

Jan 2023 - Aug 2023 (7 months)

Supervised Tier 2 support agents and implemented structured coaching that reduced escalations by 30%. Coordinated system configuration and technical onboarding for new clients and audited cases to identify knowledge gaps and create targeted training materials.

Tier 2 Support Team Supervision System Configuration Client Onboarding Technical Training Case Auditing

Google Workspace Support Lead

Sutherland

Sep 2019 - Nov 2022 (3 years 2 months)

Led a technical support team for Google Workspace, resolving complex domain, synchronization, and admin console issues. Designed and delivered training that cut repeat technical issues by 20%, while tracking team KPIs and producing performance reports for client-facing reviews.

Google Workspace Administration Domain & DNS Troubleshooting Synchronization Admin Console Team Leadership Training & Enablement KPIs