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Luis Alcázar

@luisalczar

Senior Technical Support Engineer at e-Core supporting Atlassian Jira Cloud, resolving complex enterprise cases across APIs, workflows, and integrations.

Mexico

Message

What I'm looking for

I'm open to remote opportunities.

At e-Core, I owned complex enterprise support cases for Atlassian Jira Cloud, taking investigations from reproduction through workaround development and resolution. I coordinated with customers, vendors, and Atlassian engineering, and supported environments subject to HIPAA and FedRAMP requirements.

I’ve also supported production applications across telecom, e-commerce, banking, and software, investigating issues with APIs, SQL, Linux, and application logs. I guide peers through complex cases and create Confluence knowledge-base articles and troubleshooting guides to help recurring investigations start with useful context.

Experience

Work history, roles, and key accomplishments

Senior Support Engineer

e-Core

Mar 2023 - Aug 2026 (3 years 5 months)

Owned complex enterprise support cases from investigation through resolution, coordinating with customers, vendors, and Atlassian engineering. Guided peers and created knowledge-base articles to improve troubleshooting practices.

Jira REST APIs SQL Linux Confluence HIPAA FedRAMP AI Assisted Research Troubleshooting Client Communication

Operations Support Specialist

Concentrix Catalyst

May 2022 - Jan 2023 (8 months)

Triaged and resolved application defects using Jira and ServiceNow, collaborating with technical teams and supporting workflow improvements within Agile processes. Created Splunk dashboards and managed Linux batch jobs.

Jira ServiceNow Splunk Postman Linux TIBCO Agile Slack

Platform Support Specialist

Exigo

Aug 2020 - May 2022 (1 year 9 months)

Supported business-critical applications on Microsoft Azure, coordinating between clients and engineering teams during production incidents. Investigated application behavior using structured logs and diagnostic queries.

Azure Seq SQL Server Postman Wizdler Azure DevOps API Testing Troubleshooting

L2 Support – Mobility Infrastructure & Operations

GLOBAL HITSS

Nov 2015 - Jan 2020 (4 years 2 months)

Supported Java web applications and managed production tickets in accordance with ITIL processes. Automated operational processes with Python and shell scripts in Linux.

Java JConsole ITIL TWS AMC Python Shell Scripting Linux Oracle MySQL

L2 Support – Quality Assurance & Production Management Executive

Tata Consultancy Services

Jul 2013 - Nov 2015 (2 years 4 months)

Supported Java and .NET applications and resolved user requests through various channels. Investigated data issues using Sybase and DB2 and worked with Informatica in data-processing workflows.