Open to opportunities

Melissa Rugel

@melissarugel

Senior Technical Support Engineer and Team Lead delivering L2/L3 troubleshooting, platform stability, and clear stakeholder solutions.

United States

Message

What I'm looking for

I’m looking for a technical support/customer success role where I can own L2/L3 troubleshooting, root-cause analysis, and platform availability—working cross-functionally and mentoring teams on high-traffic web and e-commerce systems.

I’m a results-driven Technical Support Engineer and Team Lead with over 9 years of experience managing complex web applications and e-commerce platforms. I focus on L2/L3 troubleshooting, bug tracking, and translating complex technical issues into clear solutions for business stakeholders and clients.

In my current role with The Estée Lauder Companies (ELC) as a dedicated enterprise consultant and team lead (remote via Expandya Outsourcing), I support high-volume LATAM e-commerce infrastructure with a strong emphasis on high system availability and customer satisfaction. I act as the primary technical point of contact for regional affiliates and Project Managers, diagnosing and resolving high-priority platform issues via Jira.

Previously, I owned technical performance, backend/frontend maintenance, and stability for high-traffic digital products like Ecuavisa and Vistazo, providing direct high-tier support to content editors and technical staff. I’ve worked across CMS platforms (Drupal, WordPress, Joomla) and technologies including Drupal/PHP/JavaScript, plus tooling like Jira, Jenkins, Git/Bitbucket/GitHub, Cloudflare, and Acquia—while mentoring and onboarding junior developers to improve team productivity.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Consultant & Team Lead

Current

The Estée Lauder Companies

Jun 2020 - Present (6 years 1 month)

Served as a dedicated technical specialist and team lead for Guayaquil, Ecuador, supporting high-volume LATAM e-commerce infrastructure for The Estée Lauder Companies. Led L2/L3 troubleshooting and incident management using Jira, driving bug tracking, escalation, and root-cause analysis while maintaining platform availability and stability.

Jira Technical Support Team Leadership Root Cause Analysis Performance Optimization Drupal PHP JavaScript WordPress Joomla

Senior Technical Engineer / Platform Specialist

Ecuavisa

Feb 2018 - May 2020 (2 years 3 months)

Owned technical performance and backend/frontend maintenance for high-traffic digital products such as Ecuavisa and Vistazo. Provided high-tier technical support and troubleshooting, mentored junior developers/webmasters, and integrated third-party tools and advanced workflows.

Jira Jenkins Git Bitbucket GitHub Cloudflare Acquia REST APIs JavaScript jQuery PHP HTML5 SQL Perl React AMP Facebook Instant Articles

Technical Consultant & Developer

Viamatica

Jan 2016 - Dec 2017 (1 year 11 months)

Worked as an outsourcing technical specialist managing software maintenance and system health. Conducted technical discovery meetings to gather requirements, resolve critical issues, and present software solutions, including maintaining corporate websites with WordPress/Joomla and MVC frameworks.

Software Maintenance WordPress Joomla MVC Frameworks