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Pablo Morado

@pablomorado

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Technical Support Engineer focused on incident resolution and integrations.

Spain

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What I'm looking for

I seek a hands-on technical support or incident-focused role where I can own escalations, improve integrations, write clear documentation, work with engineering to resolve root causes, and operate within established SLAs while growing toward SRE or escalation leadership.

Technical Support Specialist with 4 years of experience in SaaS and B2B environments. Experienced in leveraging JSON payload analysis and SQL queries, managing 150+ weekly tickets within strict SLOs. Capable of reproducing requests in Postman, parsing logs and reasoning about stack traces to isolate backend errors. Proactively escalates reproducible bugs to Engineering with structured analysis and contributes to improving support processes.

Experience

Work history, roles, and key accomplishments

Technical Support Specialist

IONOS

Oct 2025 - Dec 2025 (2 months)

Handled 150+ weekly support cases for hosting and email, debugging API integrations with Postman and SQL to restore CMS access, and escalated reproducible bugs to Engineering with clear reproduction steps.

Postman REST APIs JSON SQL Debugging Ticketing SaaS Support Escalation Management

Network Operations Support Engineer

Sosmatic

Sep 2024 - May 2025 (8 months)

Provided front-line support across multiple ticketing platforms during night/weekend on-call shifts, troubleshot platform and payment transaction failures, and tracked/escalated P1/P2 incidents within SLAs to Engineering with clear documentation.

Zendesk ServiceNow Salesforce SLA Management Escalations Technical Documentation

Technical Support Specialist

Mercedes-Benz Customer Assistance Center

Nov 2021 - Nov 2023 (2 years)

Provided live support for Mercedes me app users, troubleshooting connectivity and authentication issues, represented support in technical review meetings to surface recurring integration problems, and maintained documentation achieving 90%+ CSAT.

Customer Support Troubleshooting Jira CSAT

Technical Support Specialist

Apple / Teleperformance

Apr 2018 - Apr 2019 (1 year)

Delivered iOS and App Store technical support in Spanish and English, consistently achieving +90% CSAT through effective troubleshooting and customer communication.