MRMario Roberti
@marioroberti
Customer-focused Technical Support Specialist with 10+ years of experience.
United StatesWhat I'm looking for
As a Technical Support Specialist with over a decade of experience, I have honed my skills in supporting enterprise SaaS platforms, APIs, and mobile systems. My journey has been marked by a commitment to customer satisfaction and a passion for empowering users through effective troubleshooting and smart automation. I thrive in high-pressure environments, where I can leverage my expertise to resolve complex escalations and provide impactful documentation that enhances user experience.
In my recent role as a Support Escalation Engineer at PubNub, I acted as the primary escalation point for critical API and SDK-related issues, ensuring swift resolution during global customer incidents. My proactive approach to monitoring performance and collaborating with Product and Engineering teams has led to significant improvements in support tooling and customer satisfaction. I take pride in my ability to create and update internal documentation, which has streamlined processes and improved onboarding efficiency.
Throughout my career, I have built and led customer support teams, authored extensive knowledge base articles, and developed custom scripts to enhance operational efficiency. I am dedicated to continuous learning and growth, always seeking new ways to leverage technology to empower users and drive success.
Experience
Work history, roles, and key accomplishments
Support Escalation Engineer
PubNub
Sep 2022 - Jul 2025 (2 years 10 months)
Acted as the primary escalation point for critical API and SDK-related issues during global customer incidents, often under SLA pressure. Provided real-time monitoring of Datadog dashboards during live production events, proactively flagging performance issues. Delivered technical architecture guidance for enterprise implementations, integrating REST APIs, webhooks, and secure Pub/Sub models.
Support Engineer III
Platform Science
Mar 2019 - Mar 2021 (2 years)
Built the Customer Support department from the ground up, launching operations and onboarding 8 agents in under 60 days. Authored 200+ articles in Confluence, streamlining internal support processes and deflecting tickets by 40%. Resolved 1,000+ enterprise support cases using Salesforce, with deep root cause analysis to reduce repeat issues.
IT Support Engineer
Qualcomm
Aug 2007 - Apr 2018 (10 years 8 months)
Oversaw enterprise backup operations across multiple campuses, ensuring data reliability and rapid recovery. Streamlined robotic tape library processes and coordinated vendor support to minimize data access downtime. Developed custom Bash/Python scripts to import and migrate 750,000+ tape tracking records into a new archival system.
Customer Support Supervisor
NetHere Inc.
Jan 2000 - Aug 2007 (7 years 7 months)
Supervised 4-person technical support team providing DSL, RF wireless, and dial-up connectivity assistance. Logged and triaged customer issues using custom ticketing tools; provided Tier II troubleshooting and client training.
Education
Degrees, certifications, and relevant coursework
SCSan Diego Mesa College
Associate's Degree, General Studies
2005 - 2007
Studied various subjects relevant to a general education curriculum. Developed foundational knowledge and skills applicable to further academic or professional pursuits.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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