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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.

I am a Technical Support Engineer with 4+ years of experience triaging technical issues in SaaS and hosting environments, owning end-to-end incident resolution and managing Jira backlogs. I specialize in crafting reproducible bug reports with impact analysis, resolving third-party integration issues, and operating within defined SLOs while supporting 24×7 on-call rotations across time zones.

I have a strong technical foundation in APIs, JSON, SQL and experience with monitoring tools and payment-processing troubleshooting; I maintained product documentation, served as Voice of the Customer during incidents, and consistently delivered high CSAT scores by partnering with engineering and support teams to drive durable fixes.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

IONOS

Oct 2025 - Dec 2025 (2 months)

Triaged and managed 150+ technical issues weekly within SLOs for hosting and email, escalated reproducible bugs to Engineering with reproduction steps, and debugged API, DNS, and email-protocol incidents using SQL for troubleshooting.

Ticketing (JIRA)Ticketing (Jira)SQL Bug Reporting Escalations Technical Documentation

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.