At Market Pay, I lead end-to-end customer support operations for the LATAM market. I manage incident resolution, support escalations, and operational improvements while working with Product, Engineering, Fraud/Risk, and Compliance teams.
I created support procedures, best practices, and internal playbooks, and I provide guidance on complex cases involving LATAM regulatory requirements. I also monitor KPIs, SLAs, and operational metrics to identify improvements and keep clients updated.
At Atlassian, I supported developers building Forge apps, troubleshooting JavaScript and Node.js issues and diagnosing REST API, integration, and Marketplace problems. I also contributed to internal documentation, knowledge base improvements, and REST API documentation and changelogs.
Earlier, I supported data center infrastructure at Microsoft and handled technical support roles at Ab-InBev and PayPal. My work included investigating bugs, resolving escalated web API issues, managing ticket queues and SLAs, and documenting troubleshooting processes.
