Marc Russell Guico
@mrussellguico
Technical Support Engineer specializing in SaaS, API troubleshooting, and front-end e-commerce support.
PhilippinesWhat I'm looking for
I’m a results-driven Technical Support Engineer with 3+ years of experience supporting SaaS platforms, troubleshooting APIs, and resolving complex technical issues across front-end systems, integrations, and e-commerce environments. I handle high-volume support operations by debugging API responses, analyzing logs, and providing customer-facing technical guidance.
I’m also currently a Shift Manager equivalent to a Subject Matter Expert, wherein I oversee daily support operations, ensure efficient case distribution, and maintain SLA performance while managing escalated and high-impact technical issues across teams. Part of my day-to-day is troubleshooting front-end issues and API integrations, supporting merchants on Shopify, Magento, WooCommerce, and BigCommerce, and using Postman to validate requests and responses—also contributing to recurring issue fixes and knowledge base documentation.
Experience
Work history, roles, and key accomplishments
| Oversee day-to-day support operations, ensuring efficient case distribution and adherence to SLAs
| Take ownership of escalated and high-impact issues, coordinating resolution across teams
| Provide real-time guidance and support to team members handling complex technical cases
| Resolved high-volume support tickets across front-end, APIs, and analytics
| Troubleshot issues using logs, API responses, and system behavior analysis
| Communicated technical updates clearly to ensure strong client satisfaction
| Identified recurring issues and improved processes and documentation
| Supported CSS issues and front-end customization requests for clients
Freelance Web Developer
Royale Business Club International Inc
Aug 2022 - Oct 2022 (2 months)
Delivered a freelance front-end redesign for a WordPress e-commerce website, improving responsive layout consistency and usability. Customized site styling using CSS and applied front-end development best practices.
Education
Degrees, certifications, and relevant coursework
Marc Russell hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
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