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santiago vanegas

@santiagovanegas1

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Technical support specialist focused on solving complex SaaS issues with clear, human communication.

Colombia

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What I'm looking for

I’m looking for a technical support role where I can own L2/L3 investigations with SQL and APIs, work closely with engineering on escalations, and deliver clear, expectation-driven communication while improving KPIs and customer outcomes.

I’m a technical support specialist who enjoys digging into complex problems—especially when they involve SQL, APIs, and system behavior—while keeping communication clear and human. Over the years, I’ve supported SaaS platforms, hosting environments, and enterprise systems across customer-facing troubleshooting and deeper backend investigations.

In my most recent role at Blackboard (Anthology), I handle escalated (L2) technical cases across multiple SaaS products (Learn, Collaborate, Data, SafeAssign). I investigate and troubleshoot using SQL and backend tools, replicate issues, document findings, and coordinate with L3/engineering teams to ensure expectations are set and resolution is handled properly.

Earlier, I supported enterprise education platforms while managing L1–L2 tickets, bug tracking, and escalations, using SQL to identify and fix data-related problems. I also supported Google Workspace (APIs, billing, hosting, HAR analysis) and helped drive operational improvements, including maintaining CSAT/CES above 90% and increasing CES from 75% to 87% in 4 weeks by coaching agents and improving reporting and KPI routines.

Experience

Work history, roles, and key accomplishments

Client Support Engineer

Blackboard (Anthology)

Jan 2024 - Apr 2026 (2 years 3 months)

Handled escalated L2 technical cases across Blackboard (Anthology) SaaS products (Learn, Collaborate, Data, SafeAssign). Investigated complex issues using SQL and backend tools, replicated problems, documented findings, and coordinated with L3/engineering teams while setting clear expectations.

SaaS Support SQL Documentation Stakeholder Communication Bug Investigation

Global Support Specialist

1Blackboard (Anthology)

May 2021 - May 2023 (2 years)

Provided technical support for enterprise education platforms, managing L1–L2 tickets, bug tracking, and escalations. Used SQL to identify and fix data-related problems and worked with engineering and service delivery teams to resolve issues.

Ticket Management SQL Enterprise Platforms Engineering Coordination

Workspace Support Specialist

Sutherland

Sep 2018 - May 2021 (2 years 8 months)

Supported Google Workspace, including APIs, billing, hosting, and HAR analysis. Acted as a team leader for coaching and operations, improving CES from 75% to 87% in 4 weeks and maintaining CSAT/CES above 90%.