Open to opportunities

Raisa Siles

@raisasiles

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Senior technical support specialist focused on user-first troubleshooting and documentation.

Bolivia

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What I'm looking for

I want to join a team where user-first support matters, and I can lead troubleshooting, bug isolation, and documentation while collaborating with developers in a SaaS environment. I also want opportunities to grow as a technical support leader.

I’m a problem solver and fast learner with 10+ years in technical support, driven by one belief: “the most important value for any software product is the user end.” I enjoy guiding people on how to use software properly, applying best practices that reduce friction and improve outcomes.

In my current role as a Sr. Technical Support Specialist at Nice Actimize, I support a Financial SAAS system for detecting fraud and money laundering in banking transactions. I handle troubleshooting and debugging, report and isolate bugs with clear steps to reproduce, and work with tools like ServiceNow, Jira, Linux, AWS, Splunk, and Grafana.

Alongside that, I lead support teams as a Support Teams Manager at kiwIT Bolivia (Upwork remote). I organize onboarding and initial tasks for agents and virtual assistants, coordinate schedules and workflows, and bring structure through tools like Trello, CRMs, Google G-suite/Spreadsheets, and strong time management.

Earlier, as a Support Engineer at DataSunrise, I supported bank customers with a homogeneous database security solution deployed in cloud and on-prem environments. Before that, I built deep experience from Technical Support Specialist Tier 2, including manual testing (authentication, users management), incident participation with log analysis, and DevOps support such as gathering reports and creating bash scripts for manual fixes.

Experience

Work history, roles, and key accomplishments

Current

Support Teams Manager

Current

KiwIT Bolivia

Jan 2023 - Present (3 years 5 months)

Managed support teams for remote Upwork client contracts by organizing initial tasks for support agents and virtual assistants. Coordinated scheduling and communication using Google Workspace tools.

Leadership Team Coordination Trello CRM Tools Google Workspace Google Sheets Scheduling Canva Time Management Odoo HR

Sr. Technical Support Specialist

Nice Actimize

Jan 2023 - Jan 2026 (3 years)

Provided support for a fraud and money-laundering detection SaaS used in banking transactions. Performed troubleshooting, bug reporting, and produced internal and external support documentation.

MobaXterm ServiceNow Jira Linux AWS Splunk Grafana Troubleshooting Technical Documentation SaaS Fraud AML Support

Information Technology Supervisor

The WebQ

Jan 2018 - Jan 2022 (4 years)

Supervised IT activities for customer support and call center teams, including creating internal documentation to support operations. Managed IT oversight for support teams and assisted with onboarding-related documentation.

IT Supervision Team Management Customer Support Operations Call Center Support

Technical Support Specialist

Upwork

Jan 2015 - Jan 2022 (7 years)

Performed tier 2 manual testing and supported authentication, user management, payments, and messages center workflows. Escalated reproducible issues to developers with steps to reproduce, and contributed to DevOps incident support and Kibana/Elastic dashboard creation.

Manual Testing Payments Testing Authentication Kibana

HelpDesk

PetroBox International

Jan 2014 - Jan 2015 (1 year)

Provided helpdesk support for users of a desktop invoicing system. Performed Windows-based troubleshooting and supported end users with issue resolution.

Windows Administration Help Desk Support Troubleshooting User Support Invoicing

Web Developer

Marca y Merado

Jan 2012 - Jan 2014 (2 years)

Developed custom landing pages and managed WordPress administration for the company website. Supported website updates through PHP-based development and WordPress tooling.

PHP WordPress Administration Web Development Landing Page Development Website Administration