Open to opportunities

Roberto Diaz

@robertodiaz1

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Customer-focused technical support leader optimizing operations with AI and LLMs.

Netherlands

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What I'm looking for

I seek a role where I can apply technical support, AI/LLM-driven automation, and knowledge management to improve customer outcomes, mentor teams, and drive measurable operational improvements.

I am a technical support and customer success professional with over 18 years of experience solving complex technical problems and scaling operational solutions. I specialize in knowledge management, documentation systems, and leveraging AI and large language models to streamline workflows and improve team and customer outcomes.

Throughout my career I have diagnosed and resolved production issues across on-premise and cloud environments, contributed to product improvements, and mentored engineers. I drove knowledge-management initiatives, authored public knowledge-base articles, and implemented AI-assisted feedback loops that increased efficiency and adoption.

I deliver measurable improvements in customer satisfaction and operational performance by combining an analytical mindset with hands-on troubleshooting, process design, and cross-team collaboration.

Experience

Work history, roles, and key accomplishments

Current

Support Engineer

Current

Atlassian

Jan 2023 - Present (3 years 5 months)

Diagnose, replicate, and resolve complex Confluence Data Center issues, documenting solutions and driving product improvements by reporting 20+ bugs and 55+ feature requests to engineering.

Technical Support Troubleshooting Knowledge Management Ticketing Performance Tuning

Customer Support Operations Analyst

MuleSoft

Oct 2018 - Oct 2021 (3 years)

Designed and managed support systems and Knowledge Management initiatives (KCS), oversaw Help Center and Salesforce community, and led operational projects to enable global support teams.

Knowledge Management Support Operations Salesforce Help Center PagerDuty Project Management

Founder

Ice Roll Argentina

Apr 2017 - Apr 2019 (2 years)

Founded and operated a consumer-facing ice cream business delivering made-to-order ice cream rolls, handling product development, operations, and customer experience.

Operations Product Development Customer Experience Small Business Management

Senior Workload Automation Specialist

Sep 2016 - Oct 2018 (2 years 1 month)

Monitored and troubleshot batch jobs and automated processing, executed migrations and data-fix scripts, and developed automation to improve workflow and system availability.

Shell Scripting Batch Processing Monitoring Incident Management Automation

Product Support Specialist

Sabre Airline Solutions

Jul 2014 - Sep 2016 (2 years 2 months)

Provided second-level support and deployments for high-availability airline systems, trained customers on product use, and participated in global deployment projects.

High Availability Deployment Customer Training Troubleshooting Product Support

Team Leader - Control-M

IBM Global Services

Jul 2010 - Jul 2014 (4 years)

Led the Control-M support team, managed case ownership processes, executed installs/upgrades/migrations, and improved team documentation and customer communications.

Team Leadership Scheduling Incident Management Documentation Installation Upgradability Customer Communications

Solaris Jr. Administrator

Sun Microsystems

Mar 2008 - Jul 2010 (2 years 4 months)

Monitored and maintained a multi-datacenter Solaris infrastructure (~4000 servers), executed patches and outages management, and served as focal point for escalation and notifications.

Patch Management Monitoring Troubleshooting

Control-M Administrator

Carrefour

Mar 2006 - Mar 2008 (2 years)

Created and managed Control-M jobs and procedures, developed shell scripts to support operations, and acted as operations focal point for batch processes.

Control M Jobs job scheduling Shell Scripting Operations Support Monitoring

Technical Support

Software del Plata - Teleperformance

Dec 2005 - Mar 2006 (3 months)

Provided Microsoft Windows support for Latin America, resolving OS, browser, updates and installation issues to ensure high customer satisfaction.

Troubleshooting Customer Service Remote Support Ticketing

Help Desk Technician

IBM

Aug 2005 - Dec 2005 (4 months)

Provided help desk support for corporate accounts (AT&T, Loma Negra, HSBC), handling user issues across PC, network, SAP, and application environments with incident ownership.

Help Desk Windows Incident Management

Technical Support L2

Cubecorp

Jan 2005 - Aug 2005 (7 months)

Provided Level 2 support for home networking and ISP-related issues on Linksys accounts, guiding Level 1 technicians and resolving complex connectivity problems.

Networking Wireless ISP Technical Coaching Troubleshooting Customer Support

Support Engineer

MuleSoft

Provided L2 support for Mule runtime (On-Premise and Cloud), performed end-to-end troubleshooting, log analysis and created public knowledge base articles to assist millions of customers.

AWS EC2 Java 8 Linux REST APIs Troubleshooting Knowledge Base Jira